Preparing the personal support workers workforce for regulation through competency-based training: A transformational change initiative
Healthcare Management Forum (2026)
Summary
In 2021 the Health and Supportive Care Providers Oversight Authority (HSCPOA) was established as a regulatory body for personal support workers (PSW). The registration process for PSWs is currently voluntary however, Osler viewed the new regulatory requirements as a catalyst for positive change to improve the quality of care provided by PSWs to patients.
The three objectives to achieve this change initiative were to support PSWs in achieving registration with HSCPOA; develop and deliver a competency-based education program that enhances and standardizes PSW knowledge and skills across the organization; and create a sustainable process.
Highlights
- The ADKAR model was used to support the change through five stages: awareness, desire, knowledge, ability and reinforcement
- Regular touchpoints and drop-in sessions were provided to PSWs during the registration process
- A competency framework was developed which includes four core domains: patient care, clinical and safety tasks, communication and teamwork, and professionalism and ethics
- PSWs were supported with meeting the competencies for the role through gentle persuasive approaches (GPA) training and with scenario-based training that reflected realistic acute care situations
Impact
- 98% of PSWs successfully completed registration with HSCPOA
- The educational strategy, combining competency-based simulation training with GPA training, was well suited to address both the technical competencies and interpersonal demands of PSW practice
- PSWs reported increased confidence, and an improved ability to apply learning directly in the clinical settings
Learn more
The full text of this article is available by contacting Osler's Library Services. For questions or comments about this article, send an email to research@williamoslerhs.ca.