Guardian Homecare (Ormskirk)

People were supported by staff who had received a range of training and supervision to enable them to carry out their role safely. Staff supported people to have maximum choice and control of their lives, the policies and systems in the service supported this practice. People were asked to consent to their care and their ability to make their own decisions was assessed. People received support to maintain good nutrition and hydration and their healthcare needs were understood and met.

People told us they were treated with dignity and staff were respectful of their homes. Staff knew how to maintain people's privacy and confidentiality. They were respectful of people's protected characteristics such as gender, cultural and religious needs.

Care plans contained personalised information on people's health and communication needs plus their likes and dislikes. People and family members knew how to make a complaint and they were confident about complaining should they need to. They were confident that their complaint would be listened to and acted upon quickly. However, we found there had been a long delay in sending an outcome letter of investigations carried out after a compliant. We made a recommendation about this.

The registered provider had governance systems to support the delivery of safe care. However, their systems needed to ensure the effective monitoring and planning of care visits. The registered manager showed they were committed to improving the service and displayed knowledge and understanding around the importance of working closely with other agencies and healthcare professionals where needed.