We carried out an announced inspection of the service on 16 and 23 August 2017.

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.