EMI-Care UK

Updated 16 July 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats or specialist housing.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 18 June 2021 and ended on 25 June 2021. We visited the office location on 18 June 2021.

What we did before the inspection

We reviewed information we held and had received about the service since its registration. We sought feedback from the local authority, safeguarding team and other professionals who work with the service. We checked information held by Companies House and the Information Commissioner’s Office. We checked for any online reviews and relevant social media, and we looked at the content of the provider’s website. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all this information to plan our inspection.

During the inspection

We spoke with two people who use the service and three relatives about their experience of the care provided. We spoke with the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with the operations manager, registered manager and one care worker.

We reviewed a range of records. This included three people’s care records and medicines administration records. We looked at one staff file in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. After the site visit, we requested and received further information from the registered manager about compliments and comments the service had received.

Updated 16 July 2021

About the service

EMI-Care UK is a community-based care at home service providing personal care to three people at the time of the inspection. The service is operated by a small, family-based provider. The service can support older adults, people with sensory or physical impairments, people living with dementia and people with a learning disability or autism.

Not everyone who used the service received personal care. The CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

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

People were protected from the risks of abuse or neglect. The management knew the local safeguarding procedures. Risk assessments were completed to cover people's personal care risks. There were sufficient staff deployed to meet people's needs. Medicines were managed safely. People were protected from the risks of infection.

People's likes, dislikes and preferences were considered and respected. This included any cultural or faith-based requests. Staff completed training in line with Skills for Care guidance. People were encouraged to eat and drink to prevent dehydration and malnutrition. The service worked proactively with other healthcare professionals and organisations. The service was compliant with the provisions of the Mental Capacity Act 2005.

People received compassionate care from a small group of staff, which included the management team. The service's staff were advocates for people and stood up for their rights. This included ensuring people's choices were respected by others. People were involved in their care planning, and social workers were included if needed. People's privacy and dignity were respected.

Care plans were sufficient and contained person-centred information. Staff recorded information in a holistic way, including social and emotional or psychological aspects. People's communication techniques were assessed, and where needed adjustments were made. There was a suitable complaints process in place and the registered manager knew how to manage any day-to-day concerns.

People received support from a well-led service. There were appropriate aims and objectives for the service. There was a positive workplace culture. The service operated in an open and honest way. Quality improvement was continuous, including updates to care documentation, using technology and recruiting extra staff. The service had a good connection with local social workers and the local authority. The management team ensured good communication with people and the staff.

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; the policies and systems in the service supported this practice.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports the CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture. People were treated as partners in their care, and provided the opportunity to have a say in how their support was provided by the service. People had choices in their support package and could make changes based on their preferences. The management team demonstrated a positive approach to people living with learning disabilities or autism. On occasions, they acted as advocates for them to ensure they received high quality care.

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

Rating at last inspection

This service was registered with us on 19 July 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of service’s registration.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.