Guardian Homecare (Blackpool)

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

The staff and management team treated people with kindness, patience, empathy and compassion. Staff respected people’s privacy and dignity.

People and relatives told us they found staff kind and caring. Comments included from people, “All the staff look after me well and respect my home.” It was evident staff treated people with respect, one person said, “They always ring my bell and wait for me to answer the door, never just walk in.”

The service 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.

All of the people and relatives we spoke with felt they or their family members received care that met their individualised needs.One relative said, “They are all nice and caring people from the staff to the bosses.”

The service 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.

The management team had processes in place for ensuring people’s care documentation promoted their independence. In addition, information relating to people’s capacity to make decisions was in place, the guidance for staff to follow when providing care in people’s homes was recorded to promote choice and control. Care records contained detailed information for staff and how to guide them to encourage people’s independence. This included people’s ability to make their own meals and to get dressed.

The management team and staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff told us they knew people’s needs and said there was good communication within the staff team if needs changed for people. Staff told us they adapted peoples care to meet their needs during the calls. A staff member said, “We are adaptable and if required able to respond to changing needs whilst on our visits.” People and their relatives told us the service was responsive and could give examples of how the service had accommodated changes in individual support needs.

The management team and staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The management team ensured the Care Coordinators were always accessible to offer support to staff. Staff told us they felt supported by the management team. One staff member said, “They are very supportive at any time and really help if needed.”