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Personal Assistant Services North Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 22 August 2019

About the service

Personal Assistant Services North is a domiciliary care service that provides support to people with a learning disability in their own homes. The service’s main aim is to provide support to people to enable them to access and engage with their local community and build their independence. This meant that not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection 13 people were receiving a regulated activity.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

Governance processes and quality monitoring procedures did not always support the delivery of high-quality, person-centred care. We have made a recommendation about governance systems and processes. Improvements required to the governance systems in place also included the way in which the service monitored support with medicines. We have made separate recommendations regarding the monitoring and auditing of medicines and the implementation of end of life care planning. Whilst quality assurance systems required some improvements the team managers in the service had a good oversight of the support provided. The staff team were supportive of each other. They worked effectively between themselves and with external stakeholders and professionals.

Recent changes within the staff team meant at times the service had to use agency staff to ensure people received their commissioned service. This was managed with little impact to people using the service although some staff felt at times this had placed an additional pressure on them. People were safe using the service, risks were identified and responded to. Staff felt a commitment to the people they supported and understood the importance of reporting any concerns to the appropriate professionals.

Staff worked proactively with health and social care professionals which helped ensure the support provided was in line with best practice. People were supported to be healthy, this included supporting people to manage their weight or accessing health care services. Staff spoke positively of the training provided and the additional support given by the provider to make sure they could meet people’s needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were kind caring and supportive. Many had worked for the service for a long time and staff demonstrated a commitment to ensuring people received a good service and were treated well. Staff understood the importance of supporting people to have a say in their day to day support and enabled people to make decisions about this.

People received personalised care that met their needs and preferences. The support provided and the associated care plans were continually reviewed and updated. People’s communication needs were assessed and staff utilised various communication aids to support people’s communication. The service’s main aim was to encourage and engage people in their community, activities, work, and promote their independence. People were supported to engage in various activities that were of interest

Inspection areas



Updated 22 August 2019

The service was safe.

Details are in our safe findings below.



Updated 22 August 2019

The service was effective.

Details are in our effective findings below.



Updated 22 August 2019

The service was caring.

Details are in our caring findings below.



Updated 22 August 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 22 August 2019

The service was not always well-led.

Details are in our well-Led findings below.