Archived: La Petite Concierge Limited

We spoke with a sample of people who received a service and their representatives. They all told us that they were very satisfied with the care and support that they received from La Petite Concierge. They told us that they felt safe and well looked after. They said that staff treated well them and this offered them reassurance and comfort. People told us that they thought staff were well trained and knew how to do their job well. They told us that they felt their dignity and rights were respected.

We saw that risks to people's safety and welfare were considered however they were not being well recorded. The manager told us that written assessments were being reviewed and improved. A senior staff member also confirmed this. Improved assessments will demonstrate how people are protected from risks associated with their care and support.

People who received a service told us that they remained in control and made decisions about their care and lives. One person told us that their independence was very important to them and the staff promoted this.

Is the service effective?

We saw how the service had been developed around the needs of the people they supported. People's health and care needs were assessed with their full involvement. Representatives told us that they were also involved and consulted when appropriate. This meant that people's care and support needs could be met in ways that people preferred.

We saw records of how the agency worked with health and social care professionals as required. This meant that they could be sure that they were providing the best possible care.

Everyone that we spoke with was satisfied with the service that they received.

Is the service caring?

People who received a service told us that staff were kind and caring. One person told us, 'They are fantastic, very kind'. Another person said, 'I don't know what I would do without them. They are so kind to me'.

In conversations, the registered manager and the staff team demonstrated a commitment to ensuring that the people they supported received the best possible care. They told us how they went out of their way to ensure that people's needs were met. One person who received a service told us that staff always asked what they could do for them and never left them until they were, 'Settled'.

Is the service responsive?

People who received a service told us how staff listened to them and acted in accordance with their wishes. We saw how the registered manager had worked closely with staff and health care professionals to ensure people remained safe. The registered manager had made improvements to the service since our last visit in response to our previous findings. They told us that they felt that the service had now improved as a result. They said that regularly spoke with people who received a service, either in person or via the telephone. They said that, during conversations, they always asked if people were satisfied with the service provided. People we spoke with confirmed this. They also told us that any suggestions for improvements would be listened to and acted upon. This showed that the service was responsive to the changing needs of the people they supported.

Is the service well-led?

Since the time of our last inspection in January 2014 the registered manager had implemented a number of quality assurance systems. They showed us how they monitored practice and outcomes. We saw how records were reviewed for example and how issues were raised during team meetings to ensure everyone was offering effective support. As a result we saw that the quality of the service was improving.

Staff told us they were clear about their roles and responsibilities. This helped to ensure that people received a good quality service at all times.

On this occasion we did not speak with people who used the service because information required to inform this inspection included reviewing records held in the provider's office. We did however speak with the registered manager and three staff. We reviewed records, some of which showed that the agency was meeting people's needs appropriately and some that identified areas where improvements were needed.

The manager told us that they were having problems recruiting and retaining staff. Recruitment files did not always contain information to demonstrate that people who worked for the agency were fit to do so. Training records were not up to date and some mandatory training had not been completed by all staff. This was being addressed.

Staff told us that they felt well supported. They were happy that support was available if they had any worries or concerns. They told us that training was ongoing.

We were shown evidence that the registered manager had notified us appropriately of a recent change to the management of the agency.

On this occasion we did not speak with people using the service because information required to inform this inspection included reviewing records held in the provider's office. We discussed with the registered manager and the nominated individual the actions taken to address the areas of non-compliance as indicated in their action plan and we found these issues had been addressed.

People told us that their assessed needs were met in ways that they preferred. They said that they were encouraged to remain independent wherever possible. We saw that care records were being reviewed and people were involved in this process. Improvements were required to some documentation to ensure it reflected actual support needs, risks and safeguards.

Everyone we spoke with felt well supported. Staff knew what constituted abuse and told us they were confident to recognise and report it. However some actions and processes were not protecting people and these required improvement.

We found that managers had not carried out robust checks to ensure that staff appointed were suitable to work with vulnerable people. Furthermore they could not demonstrate that staff had been inducted to ensure that they had the skills and competencies required to carry out their roles effectively. Records identified areas where training was required and the manager was aware of this.

The registered manager had started to seek the views of people who received a service and the staff team about the quality of the service provided. Other audits and monitoring processes however had not yet been implemented. We identified areas where improvements were needed to demonstrate processes were being carried out appropriately.