Guardian Homecare (Greenbrook House)

Updated 6 May 2025

Date of Assessment: 16 May 2025 – 2 June 2025

The service is a home care provider supporting older people living within an extra care scheme called Greenbrook House.

Managers investigated incidents effectively, ensuring people were protected and kept safe. Staff understood and managed risks well. Facilities and equipment met people's needs. There were enough staff with the right skills, qualifications, and experience. Managers ensured staff received appropriate training. Medicines were managed safely, with people involved in planning any changes.

People were involved in assessing their needs. Staff regularly reviewed these assessments, taking into account each person's communication preferences, as well as their personal and health needs. Care was informed by following up to date guidance and best practice. People had enough to eat and drink to maintain their health. Staff worked collaboratively with all relevant agencies to achieve the best outcomes and ensure smooth transitions when people moved between services. People’s health was monitored effectively to support daily living.

Staff ensured people understood their care and treatment, enabling them to give informed consent. Where people lacked capacity, staff involved those important to them and made decisions in their best interests.

People were treated with kindness and compassion. Staff respected their privacy and dignity, treated them as individuals, and supported their personal preferences. People were given choice in their care and encouraged to maintain relationships with family and friends. Staff responded to people's needs in a timely manner, and the provider supported staff wellbeing.

Care and treatment was fair and inclusive. Staff received training and used feedback to address health and care inequalities. People were actively involved in planning their care.

Leaders and staff shared a common vision and values based on listening, learning, and trust. Leadership was visible, knowledgeable, and supportive, helping staff grow in their roles. Staff felt supported to give feedback and reported being treated equally, free from bullying or harassment. People with protected characteristics felt respected and supported. Staff understood their roles and responsibilities clearly.

Managers worked closely with the housing provider to deliver high-quality care and were open to innovation.

Updated 6 May 2025

People were positive about the quality of their care. They felt safe, were fully involved in planning their care, and understood their rights. People reported receiving high-quality care from knowledgeable staff who treated them as individuals. One person said, “Yes, the staff are nice, they are kind, and I do feel safe.”

People were familiar with both staff and leaders. One person told us, “I feel like the staff are kind and caring. The manager always says hello, and I know who to speak with if I had any issues.”

While communication was generally considered satisfactory, one relative shared feedback that it was not always prioritised. We passed this on to the registered manager, who has since taken action to address the concern. Similarly, a few staff members mentioned the out-of-hours on-call support was not always helpful. This was also raised during our feedback session and the manager agreed to look into this further.

Overall, people expressed confidence in the leadership of the organisation and felt able to raise concerns, knowing they would be listened to. One person commented, “I have never had cause for complaint, but I know who to speak with if I did.”