Guardian Homecare (Greenbrook House)

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first inspection for this service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Staff told us they felt valued and well supported. Their comments included, “It’s a nice place to work.” Staff also told us they liked how people were still independent, and they were supporting them to remain this way as long as possible. One staff member said, “It’s a bit different here, because people can still do things themselves and we, as a staff want to encourage that culture.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. Comments included, “The manager is really good” and “I have no issues (of concern).” There was some mixed feedback regarding the out of hours (on-call system) not being as effective as people would have liked, so we raised this during feedback with the registered manager who agreed to address this.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Comment from staff included, “I know I can raise any concerns” and “There is always someone to speak to if I need it.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. A staff member told us how they felt valued and included working for Guardian Homecare. The provider had a process for recognising when staff went above and beyond in their role.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. There was a robust governance framework in place, which focused on checking and auditing records to manage and maintain quality standards.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. For example, the provider had positive working relationships with the housing provider and often collaborated with them to deliver important key messages to ensure support was accessible for people.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The managers continuously gathered feedback from staff and people using the service, which they evaluated. We saw examples of changes being implemented to enhance people's experiences, including some made in response to feedback from this inspection.