PSA Home Care Ltd

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

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.

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 Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff and management we spoke with were clear about their respective roles and responsibilities. The management team explained how they monitored staff behaviour and performance through, for example, the provider’s electronic care management system, and staff observations and spot-checks, to ensure it reflected people’s and the provider’s expectations. The management team were able to clearly explain how they monitored and managed the quality and safety of people’s care, and how their approach to driving improvement.

The provider had structured quality assurance systems and processes in place. This included regular monthly audits on key aspects of the service, including feedback from people and their relatives, people’s care files and care plans, safeguarding concerns, complaints, people’s dignity, incidents and accidents, infection prevention and control and the management of people’s medicines. Trend analysis was completed in relation to feedback on the service. Outcomes of audits were added to the provider’s monthly quality assurance report and discussed at the monthly management meeting to develop a clear improvement action plan and monitor progress against this. Procedures were in place to ensure any quality concerns and associated learning were shared with staff at monthly staff meetings. Staff received training on maintaining the confidentiality of people’s personal information.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.