Guardian Homecare (Tatton Gardens)

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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated 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 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.

Staff knew people well and were able to explain peoples care needs. All interactions observed were compassionate, kind and friendly. A person said, “The way the staff tend to me and support me, makes me feel so content. I feel they show me dignity and respect. Recently I had a bereavement. They were very supportive and helped me through the grieving process.” A relative said, “Yes, they treat [relative] with kindness, dignity and respect. They will chat with him. They have built relationships with him. They take time to find out about him. When they provide personal care, he is comfortable with them.”

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.

People’s care plans were personalised and contained information about their individual wishes and preferences. Staff had a good understanding of people’s needs and wishes and treated them as individuals. A person said, “They are very good and kind. They treat me with dignity and respect. When they help me to get dressed, they make sure the door is shut. They do things the way I like.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

People were encouraged and supported to have choice and control over their day to day routines. Staff explained they gave people as much choice as they could as they understood they did not want anyone to become isolated.

The provider 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 knew people well which meant they could identify any changes quickly and take appropriate action. Staff demonstrated a good awareness of people’s health care needs and how to respond in meeting their current and changing needs. Feedback was received from a social care professional involved with the service. They told us how staff had responded to support the changing needs of a person they supported. A referral was completed after a person had falls and they were assessed for a hoist which prevented further falls.

People said if they felt they needed to see a doctor or other heath professional, the staff assisted with this.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt happy, safe and well supported at work. Managers operated an open-door policy and were available to discuss concerns, wellbeing, rota changes and individual adjustments when needed.

The provider promoted staff wellbeing through regular supervision, wellbeing check-ins and quarterly staff meetings. Counselling support was available for staff when required.

Staff contributions were recognised through the ‘Extraordinary Care Awards,’ with monthly nominations and regional awards, including an Ambassador of the Year award presented in York. This enhanced teamwork and allowed staff to celebrate susses together.

Staff feedback was positive. One staff member told us, “I value the chance to help people stay safe, comfortable and connected. It’s rewarding. I also appreciate the teamwork.”