Provider Assessment Market Management Solution (PAMMS)

What is PAMMS?

13 Local Authorities (LA) across the South West region, including Torbay, have recently agreed to implement a Provider Assessment and Market Management Solution (PAMMS), supported by the Association of Directors of Adult Social Services (South West ADASS).

The PAMMS tool was co-produced with care providers when the South East regional Local Authorities came together to produce a tool for use that would enable them to consistently measure quality, spend and activity within commissioned services. It is now recognized nationally as a good practice tool, used by 3 regions and 50 local authorities.

Torbay Council, and Torbay and South Devon NHS Foundation Trust (TSDFT) are committed to the engagement and participation of social care providers in the phased implementation of the tool. The Southwest regional project group have engaged with the Southwest Stakeholder Forum to start introducing and socialising the PAMMS tool and plans for implementation.

Torbay Council and TSDFT, being an integrated care system, hold a joint requirement to:

  • Meet their statutory duties under the Care Act 2014 including care market oversight and management;
  • Achieve measurable improvements in provider quality and provide evidence of interventions;
  • Demonstrate real time market insight and analysis of provider markets quality;
  • Enable a common, regional approach, delivering efficiencies and consistency in provider engagement;
  • Use technology to enable an intelligence-led, risk based approach to market oversight, allowing for timely interventions.

While PAMMS is a new digital system for us, it is not new activity. TSDFT (in common with other LA areas) already undertakes a wide range of Quality Assurance (QA) activity and contract management approaches with our care providers. What we are trying to achieve through PAMMS is greater regional consistency of approach so that we can fulfil our duties as an integrated Trust for safe commissioning and market assurance in a way that is not arduous for providers and can be managed within available resources to achieve better outcomes for the people who receive Social Care. The system will inform and direct support from TSDFT alongside our contract management processes.

Benefits to providers

  • Reduces the need for multi-agency assessments from other Local Authorities
  • Evidences service improvements
  • Online portal for assessment feedback and co-produced action planning
  • Improve local quality ratings which have been developed around QCQ standards, which will enable providers to improve on for their next CQC audit – For example Luton experienced 26% outcome domain improvements
  • Improve care service quality
  • Provides evidence to support CQC regulation 17 – good governance and quality assurance
  • Peer benchmarking – share best practice and support sector led improvements
  • Allows quality ratings to inform brokerage decisions.

Benefits regionally and locally

  • Reduces multiple QA assessments and action plans
  • Increased capacity within the QA team, allowing the team to focus on care quality and Service Improvement
  • Self-Assessment functionality included – allowing Localities to manage quality and risks remotely
  • Reduce the impacts of provider failure
  • Quality Assure all regulated and non-regulated services
  • Demonstrates the impact of interventions by the Local Authority
  • Share care market quality with CQC leads
  • Supports local, sub-regional, regional and national collaboration.

What does this mean for providers

Each provider will be set up with a PAMMS provider account at no cost to themselves. This will give providers access to their own portal where they can:

  • Conduct self-assessments of quality assurance against the new regional QA framework measures
  • Submit evidence in support of upcoming or conducted QA visits
  • Review and update interactive action plans with TSDFT QA officers following an audit
  • Review the outcomes of audits and the achieved PAMMS quality ratings*
  • Each provider will be offered training for their staff on the use of the tool and online training videos will be available to ensure consistent support

The quality audits conducted via PAMMS will replace existing local quality practices and enhance and support the existing contract management practices. CQC inspections will continue separately from this and the timing and results from CQC will feed directly into our approach and timeline for local inspections.

What will the outcome of the PAMMS assessment be?

  • After an assessment is complete, your service will be given a rating of either: excellent, good, requires improvement or poor.
  • We will send you the assessment details for you to supply your comments.  The officer will take your comments into account to reach their final decision.
  • If you receive a rating of ‘requires improvement’ you will need to submit an action plan, which the Officer(s) who undertook the assessment will monitor.

*Note: The PAMMS system produces an overall rating for Providers similar to those used by the CQC. There is no current intention in the Southwest to immediately ‘publish’ quality ratings, recognising we are not a regulator and we have no ambition to step into that space; until such time as the system ‘matures’ and there is consultation with the market, the PAMMS system will be an internal tool which complements and strengthens our existing quality and market.


Torbay are currently piloting the system with a group of our current providers across our Domiciliary care, Residential and Nursing homes and Supported living markets, and will trial the system with this group until the end of March 2023.

Following a successful pilot, TSDFT will look to roll out the system to the whole Adult Social Care market from April 2023 onwards. During the formal roll out we will be conducting a number of engagement events for providers to introduce the system, answer any questions and provide some initial training materials.

TSDFT and Torbay Council are committed to ensuring that the adoption of the tool is embedded as seamlessly as possible into provider’s normal quality and contract management activities with TSDFT, and will tailor the approach to acknowledge the pressures faced by the Adult Social Care market at present.

Find out more about PAMMS

Watch the PAMMS Quality Assurance YouTube video.

If you have any further queries at this stage, contact the Adult Social Care Commissioning Team at

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