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Personal Assistant Services East Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 28 June 2019

About the service:

Personal Assistant Services – East is a domiciliary care agency which provides support and personal care to 24 people living at home or in supported living accommodation. The service supports people with a learning and or physical disability and or a mental illness. It also supports people who are living with dementia.

People’s experience of using this service:

Staffing shortages at team manager level had temporarily created a high workload at this level.

Some support plans lacked detail and they were not always up-to-date.

There were shortcomings identified in certain aspects of medicine record management.

Internal audits of people’s care and medical records were infrequent and not always effective.

Staff built close and trusting relationships with people.

People were supported to make their own decisions about their care and to be independent.

People were supported to pursue their own hobbies and interests.

Staff sought people’s consent and supported them in the least restrictive way possible. People were offered choices in their care.

People were cared for by staff who understood safeguarding principles.

Accidents and incidents were reported and acted upon. Lessons learnt were shared with staff.

Health care professionals were involved in people’s care.

Staff felt well supported by the registered manager, who led by example and created a caring and positive working culture.

The registered manager involved staff, people and other stakeholders in service development.

The service is in breach of Regulation 17 of the Health and Social Care Act (Regulated

Activities) Regulations 2014 in relation to governance.

Rating at last inspection:

Good (July 2016)

Why we inspected:

This was a scheduled, planned inspection based on the previous rating

Follow up:

Ongoing monitoring; action plan for improvement

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 28 June 2019

The service was not always safe

Details are in our Safe findings below.



Updated 28 June 2019

The service was effective

Details are in our Effective findings below.



Updated 28 June 2019

The service was caring

Details are in our Caring findings below.



Updated 28 June 2019

The service was responsive

Details are in our Responsive findings below.


Requires improvement

Updated 28 June 2019

The service was not always well-led

Details are in our Well-Led findings below.