Delivering Person-First Healthcare in Secure Settings
Eswath provides healthcare and support services across multiple secure and semi-secure settings, using user feedback to drive service improvements and a “user-first” culture.
Eswath operates across a variety of settings, including high-security, medium-security, and private care facilities, serving diverse populations with unique healthcare needs:
High Security Facility: With an average of 450 residents, mostly over 50 and with complex health conditions. Residents are often sceptical of the support provided.
Medium Security Facility: Housing approximately 1,200 residents with a regular turnover, including individuals with varied backgrounds and needs.
Private Care Facility: About 840 residents in a secure environment with male and female residents separated and frequent turnover.
Eswath applies its core values consistently across all settings, ensuring the individual is treated as a person first, a patient second, and a resident third.
Implementing healthcare in secure environments comes with unique challenges:
Many facilities operate in non-digital environments, limiting access to information.
Residents and staff often doubt that feedback will result in meaningful changes.
Staff feedback is as critical as resident feedback to improving overall care.
Residents experience fatigue from repetitive forms and processes.
Building trust with residents who are initially sceptical of care services.
Eswath adapted its proven operational practices to secure settings, emphasizing that high-quality healthcare should be consistent, regardless of environment.
Core principles included:
Treating each individual as a person first, patient second, resident third.
Replacing hierarchical terms like “Managers” with “Leaders” to foster collaboration.
Establishing regular Resident Experience Groups (REGs) with healthcare representatives to gather actionable feedback.
Gaining leadership buy-in for all changes and process updates.
To tackle feedback fatigue, Eswath implemented a rotational system, selecting residents at random to provide feedback after each appointment.
A “You Said – We Did” system was established to show residents that their input led to tangible improvements:
You said: Access to basic medication was limited.
We did: Provided timely access to essential medications without unnecessary restrictions.
You said: Hospital trips in highly-visible attire were stressful and resource-intensive.
We did: Introduced mobile clinical units to provide services on-site, reducing the need for external appointments and increasing resident comfort.
Staff also began receiving regular feedback, fostering a culture of listening and trust that extended throughout the facility.
Feedback now shapes services continuously within the constraints of each facility.
Staff morale has improved significantly, reflected in:
Stable staffing levels
Minimal staff turnover
Stronger relationships between staff and residents
Reduction in disruptive events, even during challenging periods such as pandemic restrictions.
Operational successes are now being used as benchmarks for broader care strategies.
Evidence-based feedback supports the continued development of service pathways and demonstrates ROI through improved service quality.
Residents now feel their voices are heard and valued, staff feel supported and motivated, and overall healthcare delivery has become more efficient and person-focused.
Consistent application of care principles makes this approach fully replicable across different facility types.
Feedback-driven improvements enhance both resident wellbeing and staff satisfaction.
Engaging residents in secure settings is possible with thoughtful, structured processes.
Eswath’s approach demonstrates that personalized care, operational innovation, and active listening deliver measurable, positive outcomes in challenging environments.