You are here

PnS Domiciliary Services Good


Inspection carried out on 4 September 2019

During a routine inspection

About the service

PnS Domiciliary Services is a domiciliary care service which provides personal care support to people living in their own homes. 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 on 4 and 5 September 2019, there were 22 older people and younger adults using the personal care service.

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

The risks to people in their daily lives were assessed and mitigated, which reduced the risk of avoidable harm. Systems were in place which were designed to reduce the risks of abuse. There were sufficient numbers of care workers to ensure people’s care visits were completed. Recruitment of care workers was done safely. Some people who used the service required assistance with their medicines, this was done safely. The service had systems to learn from incidents to reduce the risks of reoccurrence.

People received care and support from care workers who were trained to meet their 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. Where people required support with their health and diet, these needs were assessed, planned for and met.

People received a caring service. People’s rights to dignity, privacy and independence were promoted and respected. People’s choices were listened to and acted upon.

People’s individual needs were assessed, planned for and met. People’s decisions about how they wanted to receive their care were listened to and used in the planning for their care, including their end of life decisions. There was a complaints procedure in place.

The service had systems to assess and monitor the service people received. This helped the provider and the registered manager identify shortfalls and address them quickly. People’s views about the service provided were valued and used to drive improvement.

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

Rating at last inspection and update

The last rating for this service was requires improvement (published 5 December 2018). There was a breach of Regulation 12: Safe care and treatment of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, relating to the safe management of medicines. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for PnS Domiciliary Services on our website at

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 18 September 2018

During a routine inspection

This inspection was an announced inspection which took place on 18 September 2018. The provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to know that someone would be available. This was the first ratings inspection to this location.

PnS Domiciliary Services provides personal care support to people living in their own homes. It provides a service to older people, some of whom may be living with dementia, people with multiple or complex needs, as well as people with a learning disability. When we inspected there were 34 people using the older people’s domiciliary care service and 14 people using the service for people with a learning disability.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The key element that needs to improve with this service is the oversight of the provider and registered manager. Several matters were set to improve and the feedback from inspection was well received with actions being taken. However, at the time of our inspection visit certain elements were not embedded or underpinned by policy and procedures that were regularly reviewed and took into account best current practice. Examples included medicines management, staff recruitment and identity cards for staff.

Staff rosters were not well organised and records were not easy to follow in terms of planning or checking what had occurred in retrospect. The systems in place needed to develop to ensure the service was consolidated to be sustainable and grow.

People using this service received support that met their needs. Staff were caring and knew people well and were passionate about providing good care for people. We saw and heard several examples of staff truly caring about people. Staff had received appropriate training or this was planned. People had a regular set of staff who supported them and therefore were able to develop meaningful relationships.

People were consulted about their plan of care. Care plans were regularly reviewed with people and their input was sought when reviewing the plans. Staff used care plans and risk assessment to guide them about how to provide people’s care.

Managers were available to people that used the service and staff alike. People said that they were approachable and able to solve any concerns that they had. People said that they would recommend the service and staff were valued and received recognition that helped ensure a good staff retention rate.