EBS Instant Care LTD

EBS instant care is a Domiciliary care agency providing personal care to 12 people aged 65 and over at the time of the inspection. The service can support up to 15 people.

People’s experience of using this service and what we found

People were not always protected in a safe way as risk to their health and wellbeing was not managed appropriately. People received their medicines as prescribed, but Medication Administration Records were not always completed correctly. People and their families felt safe with the staff that cared for them. Safeguarding systems were in place. Recruitment processes were robust enough to ensure people employed were safe to work with the people who used the service. People were protected from cross contamination because staff followed infection control policy and procedures.

People’s needs were assessed, but care plans did not always contain the detail required for staff to support people effectively. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; but this was not always recorded correctly. Staff received training but were not fully supported to ensure they had the confidence, skills, and knowledge they needed to perform their roles effectively. People’s dietary requirements were recorded, and they were supported with their meals. People were supported to access other healthcare professionals.

Staff treated people with kindness and their dignity and privacy was respected. People had an opportunity to discuss their care and support on a regular basis. Advocate support was acquired if people needed support to express their views. People were shown respect and their dignity was protected.

Systems to monitor complaints were in place, but not always dealt with in a timely manner. Care plans were reviewed but not always up dated to reflect people’s current needs. Call times were unpredictable. People’s wishes at the End of Life had not been fully explored.

Management of the service was disorganised. The provider did not always submit notifications to CQC. The providers monitoring systems were not robust to identify and manage all risks. The last CQC rating of the service was displayed appropriately.

Rating at last inspection

The last rating for this service was Good (Published 20 October 2017)

Why we inspected

The inspection was prompted in part due to concerns received about assessing risk and the way the service was run. A decision was made for us to inspect and examine those risks.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

EBS Instant Care provides personal care and support to people living in their own homes. There were eight people receiving care under the regulated activity at the time of our visit. This was the first rated inspection of EBS Instant Care since they registered with CQC in February 2016.

There were two managers registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The provider’s representative confirmed there were two registered managers who shared the responsibilities for the service.

People were supported in a safe way by staff who cared for them in their own home. Staff understood their role in safeguarding people and they knew how to report concerns. Assessments of the risks to people’s safety were in place and regularly reviewed by the management team.

There were sufficient numbers of suitably qualified and experienced staff in place to keep people safe. Safe recruitment processes were in place. People’s medicines were managed so they received them safely and as prescribed.

Staff received training, regular supervision and felt supported by the management team. The principles of the Mental Capacity Act 2005 (MCA) were considered when supporting people. People were supported and encouraged to follow a healthy and balanced diet. Staff were vigilant in regards to people’s day to day health needs and sought guidance from health professionals when required.

People and their families had a good relationship with the staff that cared and supported them. The service adhered to their equality and diversity policy. Care plans reflected people’s human rights.Information was available for people if they wished to speak with an independent advocate. People were supported to live as independently as possible.

People received care that was personalised to them. Systems were in place to routinely listen and learn from people’s experiences, concerns and complaints.

People, their relatives and healthcare professionals gave positive feedback about the service and how it was run. The culture of the team was described by staff as one of close team work with good communication.

People and staff were aware of the provider’s complaint procedure and how to raise concerns if needed. Complaints received within the last 12 months had been dealt with in a timely manner.