La Petite Concierge Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

One person told us, “Staff are lovely. I have no problem at all. They come of an evening and ask me if there’s anything else that needs doing. They are there for half an hour.” Staff told us they enjoy working together as a staff team and all want to provide good quality care. A relative told us, “You couldn’t expect better from the staff. They will ring me if they can’t get in [relative’s] home and we work together.” Another relative told us, “[Relative] has the safety of knowing they [staff] are coming in. I know they are safe and ok.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff we spoke with were passionate around the care they provided to each person. Staff knew people’s needs well. At times people told us there could be some language barriers which could make it difficult to ensure communication was fully understood. The provider worked with staff to improve on these concerns. People had individual assessments which recorded their protected characteristics including age, disability and religion.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff we spoke with told us how they encouraged maintaining people’s independence. People we spoke with told us what they could do for themselves. They felt comfortable to ask for help when required and trusted staff would provide the support. People’s care plans included information of what they could safely do for themselves and what they required support with.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

During this assessment people raised concerns regarding certain requests with staffing. One relative told us, “Staff differ, [Person] has asked if it can be a regular person who knows them. Staff did say they would do this. It happened a couple of times, then went back to different ones coming.” This impacted the person and has caused them anxiety. However, another relative shared positive feedback. They told us, “With them [staff] going in 3 times a day it’s stabilising their behaviour. I’ve seen an improvement in them”.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt they were supported well and the provider cared for them.

The registered manager told us how they adapted to meet staff’s individual needs. The provider supported staff with additional needs. They provided the staff an extra 30 minutes between supporting people to allow the processing of information. The provider also told us how they adapted training to meet people’s needs, for example having face to face training or sitting with the staff member in the office.