Guardian Homecare (Blackpool)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 management team ensured people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

We found processes in place to ensure people received care and support that met their preferences within a risk framework. One relative said, “They are very good at supporting [relative] to what she wants.” Care plans and risk assessments were regularly reviewed to ensure people’s needs continued to be met, whist ensuring people continued to have maximum choice and control over their support. A relative said, “I am involved with any changes to times or visiting days , they keep me up to date which is great.” If people were unable to express their wishes, meetings were held with their appropriate relative, advocate or legal representative. A relative said, “I can always get a meeting with the manager.”

The management team worked with other professionals to ensure people had joined-up care and support.

Staff told us they were able to provide continuity of care as they mostly collaborated with the same people and ensured effective communication through the recording systems. For example, specific training for understanding the needs of people living with dementia care and living with a learning disability. One person said, “We have the same staff mostly which helps me build a relationship up.”

The staff and management team provided appropriate, up-to-date information in formats that were tailored to individual needs.

People’s communication needs and preferences were recorded in care plans we looked at. The management team made it easy and accessible for people to share feedback and ideas, or raise complaints about their care, treatment and support. Care plans included information for staff about people’s communication needs, for example, sensory needs were considered, detailing when people required hearing aids, if they wore glasses, and their ability to speak and how they understood the written word. Each plan had individual guidance for staff to provide information and check people’s understanding.

Staff and management team made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Relatives told us they felt informed and listened to about their families. People and their relatives told us they felt they had opportunities to share feedback about the support and care they received.

People were able to engage with staff and monitor their care and support. For example, choosing times they received their care to meet their needs. People and their relatives gave examples of how the service was flexible to meet their care needs. For example, one relative said, “[Relative] was not feeling well one day, and it was not a problem for the agency as they rearranged to come later on. They are really thoughtful and flexible.” Staff told us they supported people when their needs fluctuated. We found care plans gave guidance on how to support people day to day when things changed.

Staff actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were empowered by staff to give their views and understand their rights, including their rights to equality and their human rights. Leaders and staff were alert to discrimination and inequality that could disadvantage people who received a service from Guardian Home Care and took action when needed

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The management team told us how staff supported people to enjoy life and be independent in their own home. For example, by encouraging people who were recovering from illness or medical operations to use the kitchen and make a meal or a drink. Staff understood the importance of end-of-life care and could describe how they would support people at the end of their life in their own home.