Our current view of the service
Updated
19 November 2025
Date of Assessment: 11 December 2026 to 28 January 2026.
East Midlands Care Agency Services Ltd (EMCAS) provides care and support for people in their own homes. Not everyone using the service received personal care. CQC only inspects where people receive personal care. Where they do, we also consider any wider social care provided. At the time of our inspection, the regulated activity of personal care was being provided to 39 people living in their own homes. This was the first inspection of the service.
We considered how well the provider ensured people received safe, person-centred and dignified care, supported by appropriate staffing levels, governance systems and a positive organisational culture.-centred and dignified care, supported by appropriate staffing levels, governance systems and a positive organisational culture.
The assessment identified multiple areas of strong practice across all domains. Care was delivered in a way that reflected current best practice and recognised professional guidance. People were valued, listened to and supported by committed, compassionate staff. People and relatives shared numerous positive examples of how care had improved their wellbeing, confidence and independence.
Staff collaborated effectively with professionals, relatives and the office team to ensure safe and timely decision making. People were supported to provide informed consent and staff communicated clearly and respectfully. Care plans accurately reflected people’s needs and preferences, although some required strengthening where information was not consistently updated. People were supported to provide informed consent and staff communicated clearly and respectfully. Care plans accurately reflected people’s needs and preferences, although some required strengthening where information was not consistently updated.
Staff were safely recruited, well trained and generally competent in their roles. A supportive culture was evident, with staff describing strong teamwork and accessible leadership. One staff member told us, “Management are always available and very supportive.” The provider demonstrated a commitment to continuous improvement, although governance processes such as care plan audits and archiving records required more consistent oversight.
People's experience of the service
Updated
19 November 2025
People consistently shared positive experiences of the quality of their care. They told us they felt safe, respected and treated as individuals. One person said, “They respect me and my possessions, I trust my life with them.” Another described their carer as “A very nice person indeed, I feel more than safe with my care, I feel happy and content.”
People reported strong relationships with staff, noting that staff understood their routines, preferences and what mattered to them. People said they were involved in planning their care and felt listened to. One person explained, “They treat me as an individual, not a number,” while a relative said, “[Staff] know [person’s] routine and have a good rapport.”
People felt able to make everyday choices and said staff always sought consent before offering support. Comments included, “They always ask what I want,” and, “I choose what I fancy for my meals and they help me get it.”
Many people described improvements in their wellbeing. People told us having regular support increased their confidence at home, helped them feel reassured and reduced anxiety. Relatives highlighted positive impacts on mental health, with 1 saying, “My [relative]’s mental health has improved due to the [staff] taking over.”
People also said they knew how to raise a concern and felt confident the service would respond. Several gave examples of issues being dealt with quickly and effectively. One person said, “I phoned the office and it was dealt with, amazing response.” Another explained, “They will ring me if they have any concerns,” showing the two-way communication people valued. -way communication people valued.
Most people expressed high levels of satisfaction with reliability and continuity of care, though a small number reported timing inconsistencies linked to staffing pressures. These people said the service took steps to resolve issues when raised. Despite occasional delays, people praised staff attitudes, describing staff as “well-mannered, polite, chatty and friendly.”
People felt safe, supported and reassured by the staff who cared for them. They valued the compassionate approach, trusted the service and spoke positively about their relationships with both care staff and the office team.