PSA Home Care Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

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.

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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives told us they knew how to give the provider their views on the service and would feel comfortable doing so. One relative praised the open communication they had with staff who supported their family member, adding, “They take on board what I have asked of them.” People and their relatives spoke positively about the positive outcomes of their care and support to date. One relative told us, “I can’t speak highly enough of the care.”

Staff demonstrated they understood the importance of protecting people’s rights, listening to people and meeting their individual needs. The registered manager explained how people’s protected characteristics were assessed and assured us these were taken into account. They were committed to ensuring people felt able to provide feedback on the service at any time, and that they had equity in experience and outcomes.

Processes were in place to enable people and their relatives to give feedback on the service at any time, to periodically actively seek such feedback and to ensure this was acted on. Staff sought feedback from people and their relatives during staff spot checks and observations, and also completed a planned 3-monthly feedback questionnaire with them. This feedback was analysed to identify trends, areas for improvement and learning. Processes were in place, from the point of initial assessment, to explore people’s protected characteristics and ensure these were considered in the planning and delivery of their care and support.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.