# Personal Assistant Services North

*Operated by Independence Matters C.I.C..*

Personal Assistant Services North is a CQC-regulated home-care agency in Norwich.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 22/08/2019

## Practical info

- Postcode: NR7 8ET
- Registered manager: Siely, Belinda
- Local authority: Norfolk
- Region: East
- City: Norwich
- Last CQC check: 22/Aug/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough; supporting people to live healthier lives
  - Published: 2021-10-30
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-10-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Staff received regular mandatory training, supervisions, appraisals, and inductions including the Care Certificate.
  - Published: 2021-10-30
- Finding
  - Evidence: No recent complaints; relatives felt able to raise concerns and minor issues were resolved promptly.
  - Published: 2021-10-30
- Finding
  - Evidence: Service promoted independence, community engagement, and social inclusion in line with Registering the Right Support principles.
  - Published: 2021-10-30
- Finding
  - Evidence: Strong safeguarding culture with staff empowered to report concerns directly to the Local Authority.
  - Published: 2021-10-30
- Finding
  - Evidence: People received highly personalised, person-centred care with regularly updated care plans and tailored communication strategies.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff worked proactively with health and social care professionals including occupational therapists and nurses to deliver best-practice support.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were kind, caring and committed, many having worked at the service for several years ensuring continuity for people with learning disabilities.
  - Published: 2021-10-30
- **staffing_levels** _(minor)_
  - Evidence: Recent changes within the staff team meant at times the service had to use agency staff...some staff felt at times this had placed an additional pressure on them.
  - Published: 2021-10-30

### responsive

- Finding
  - End of life care and support
  - Published: 2021-10-30
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - Supporting people to develop and maintain relationships; support to follow interests and activities
  - Published: 2021-10-30
- Finding
  - Meeting people's communication needs
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30
- Finding
  - Preventing and controlling infection
  - Published: 2021-10-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2021-10-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-10-30
- Finding
  - Staffing and recruitment
  - Published: 2021-10-30
- Finding
  - Using medicines safely
  - Published: 2021-10-30

### well_led

- Finding
  - Continuous learning and improving care; working in partnership with others
  - Published: 2021-10-30
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1047798885

HomeCare Compass is an independent guide and is not affiliated with the CQC.