EMCAS Lincolnshire LTD

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated Good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us their care plans were tailored to their needs, and they felt involved in planning and reviewing their care. One person shared, “When they came round, they were very thorough and explained it all to me.” Another person said, “A lady came to see me and discussed what my needs were. Very helpful.” This reflected a clear engagement and person-centred planning.

Relatives also described being included in decisions, with comments such as, “Always been included in planning [family member’s] care. If there’s a problem, the manager will have a review with staff and myself.” This showed collaborative approaches. People felt their needs were understood and adjustments made when required, saying, “Best thing we did by getting them. The care plan is updated as and when I need it. Very flexible like that.”

People described positive impacts on their quality of life, with feedback like, “By having the [staff], it’s improved my quality of life,” and, “They support me and helped me stay at home.” This demonstrated how responsive support helped people maintain independence and stability.

Care plans reflected involvement from families and wider support networks and people described clear communication when needs changed. One person said, “I do need help and now I am getting it, they’re very helpful.” This demonstrated personalised assessment and support.

Continuity of care was valued, with relatives highlighting the benefits of familiar staff. One shared, “They know her due to continuity.” This showed how consistent staff helped maintain stable routines. Another relative described reliable information-sharing, saying, “If they have any concerns about the [family member] they ring us and let us know.”
 

Induction and training supported staff understanding of people’s needs. Families also described proactive communication that strengthened continuity and integration. A staff member reinforced this approach, explaining, “We support each other and always focus on what the client needs.” This demonstrated team-based coordination that supported consistent care.

People told us they received information in ways they could understand and felt supported when things were explained. One person said, “When staff came to see me to discuss my needs it was very helpful.” This showed information was communicated clearly during assessments.

People felt confident their personal information was handled appropriately and knew how to contact the service. A relative said, “I would initially speak to the [staff]. I have the office number and the managers.” This reflected awareness of communication routes and trust in how information was managed. Other people described timely updates, including, “[Staff] will ring me if they have any concerns.” This demonstrated appropriate information-sharing.

Staff understood people’s routines and adapted communication to suit individual preferences. One person told us, “They listen to me, always ask what I want,” showing respectful, person-centred communication. A family member highlighted rapport, saying, “[Staff] chat to [family member]. They treat them as an individual.”

A staff member reflected their approach to communication, explaining, “Communication with clients is very, very important.” This showed staff awareness of sharing information clearly and sensitively.

People told us they felt able to raise concerns and knew who to speak to when something needed addressing. One person said, “I would speak to one of the staff.” This showed people understood their first point of contact even if they were less familiar with office staff. Others felt confident issues were responded to, with1person telling us, “I phoned the office and it was dealt with, amazing response.”

Relatives also described being listened to. One commented, “The response was positive and we are waiting for feedback as the manager is having a staff meeting to discuss it.” This showed actions were taken and followed up. Another relative noted, “They will ring me if they have any concerns.” This reflected two-way communication and involvement in care decisions.

A staff member highlighted their approach, saying, “We listen and try to support people the best way we can.” This demonstrated awareness of the importance of involving people in their care.

People described a service where concerns could be raised, responses were timely and communication helped involve people and families in resolving issues. This supported a culture of feedback and continuous improvement.

We reviewed complaints and these were investigated as required, supporting a culture of feedback and continuous improvement.

People explained they had clear ways to contact the service if they needed support, even when unsure of formal processes. One person said, “I don’t know who to complain to but I have the office number.

A staff member reinforced their commitment to equitable access, saying, “Working hours are enjoyable and the team talks to each other and is supportive.” This reflected a stable workforce focused on maintaining consistent care for everyone.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

Care plans and reviews showed people’s future needs were considered, with arrangements in place to support comfort, dignity and involvement of relatives.

Where future focused decisions such as Do Not Attempt Cardio Pulmonary Resuscitation (DNACPR) were in place, people confirmed this information was accessible and known to staff. One relative explained, “Yes, this information is in the folder.” This reflected that documentation was clearly stored and understood.

People said staff communicated well when health needs changed, helping relatives stay informed and prepared.