EBS Instant Care LTD

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.