PSA Home Care Ltd

Our rating for this key question remains good. People’s safety was a priority in the service. Robust safeguarding procedures were in place to protect people from abuse and neglect. Incidents, accidents, complaints, concerns and people’s feedback were monitored on an ongoing basis to identify risks, areas for improvement and ensure learning was shared. Risks were assessed, reviewed and managed with people and, where appropriate, their relatives. The punctuality and duration of people’s care calls was monitored to ensure they received a consistent and reliable service. Staff received ongoing training, supervision and support to ensure they had the knowledge and skills to work safely and effectively.

Our rating for this key question remains good. The provider took steps to ensure the effectiveness and positive outcomes of people’s care and support by assessing and reviewing their care and communication needs with them and, where appropriate, their relatives.

Our rating for this key question remains good. People’s independence, choice and control was promoted through the planning and delivery of their care and support. People and their relatives felt in control of their care and knew how to report their views and any concerns to the provider. They felt staff treated them with respect.

Our rating for this key question remains good. The provider took steps to avoid discrimination in the planning and delivery of people’s care and support, and to ensure people had equity in experience and outcomes. They gathered information about people’s protected characteristics in a sensitive manner and took these into consideration. People and their relatives confirmed they felt in control of their care and support.

Our rating for this key question remains good. The provider had developed robust governance and quality assurance systems and processes, designed to enable them to monitor the quality and safety of people’s care on an ongoing basis and take steps to drive improvement and share learning across the staff team. Staff and management understood what was expected of them in their respective roles.