PSA Home Care Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and their relatives told us they liked the staff and had choice and control over the planning and delivery of their care and support. One relative told us, “They [staff] do all the things we ask them to.” One person said, “I have the same 2 females [staff] and they are so lovely they are really nice and really good. I wouldn’t change them.” One relative spoke about the support staff gave their family member to remain independent with their mobility and use of the toilet.

Staff demonstrated they understood the need to respect people’s choices and decisions and described some of the ways in which they did this. One staff member told us, “They [people] all have the power to make decisions. They tell us what they need and we help them.” Another staff member said, “We always offer them [people] choices and seek their permission.” The registered manager understood the importance of ensuring people had choice and control over their own care and was able to explain the processes in place to ensure this, including full involvement of people in assessments and reviews and regular gathering of feedback from people.

Processes were in place to ensure staff understood people’s right to make their own decisions about their care, as protected under the Mental Capacity Act (MCA) 2005. Staff received training in the MCA, from induction onwards, and their understanding in this area was checked through, for example, supervision meetings. People’s mental capacity and communication needs and preferences were assessed from the outset of their care. Their care plans reflected a strengths-based approach, with emphasis on their abilities and promoting choice and independence. The registered manager explained, “Our care plan is always strengths-based. We will encourage them [people] to do whatever they can themselves … Staff will only support with those elements where the person actually needs help.” People’s care plans included guidance for staff on their valued relationships, in order that staff were able to support people in maintaining these. People had access to a range of care equipment to support their independence and positive outcomes from their care.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.