Vanguards Healthcare Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection of 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.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A professional told us, “I have found staff to be friendly and courteous when I have met them in my client’s home.” Relatives and people were very positive about the caring nature of the organisation and staff. Their comments included, “Carers often go above and beyond, once [Name]’s magazines had not arrived, so the carer went and got them for [Name]. All very good and reassuring” and, “The staff were amazing, [Name] was anxious in the beginning, they needed the patience of a saint. Regular carers visited, I have nothing but praise, they were very attentive and caring, nothing was a problem.”

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. A relative commented, “[Name]’s voice is much clearer these days, a good thing putting Vanguard in place.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to remain as independent as possible. A professional told us, “Staff support [Name] to maintain their independence and safety in their home which is very important to [Name], as [Name] loves their garden and greenhouse.” Staff knew people well. Staff worked sensitively and compassionately with people and people trusted the staff who supported them. Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided. A relative commented, “Staff are very professional as [Name] can be upset and tricky at times.”

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. People were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.A relative commented, “The carers became like friends, very, very attentive as it was all new to us. [Name] could be rude to them, but they fully understood them and were all lovely.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided positive feedback about their experience of working at the service. A staff member told us, “We work as a team” and “The manager listens to any suggestions.”