Guardian Homecare (Preston)

Thank you for your exceptional dedication-your care has been nothing short of remarkable.

My nan was left from 9 pm till 12.30 the day after, that's over 15 hours. She is not mobile and was left with wet urine etc, and no breakfast meds or fluids. They don't wash her and 50 minutes in the morning is a maximum of 20 minutes. You can't get through on the phone and when you do they don't care. It is neglect, they should not be allowed to look after the elderly, disgusting.

Told up to 50 minutes in the morning but first visit, 3 minutes they were gone. Cannot cook porridge, dirty dishes left. Refused to wear mask, gloves - said we have to provide. Later apologised but wearing gloves from car outside so contaminated. Said I was 'overreacting' about hygiene but my unwell COPD mother caught covid then much worse. 5 carers in 2 days - clueless about tasks already explained. Some good staff, some terrible. After discharge almost bedridden they asked how much she weighed, barely over 30kg but they were paid for 2 careers - never lifted her. Their watch alarm goes off 15 minutes into a 50-minute visit to rush to the next patient. Very friendly when care package ending and social services discussion about paying privately to extend care - avoid at all costs. In Hospital they visited privately touting for business at home or moving her into a care home until walking. Uninvited and claimed to be 'social workers'. After challenged they said from Guardian Homecare.

Had to contact Care Quality Commission about standards as didn't look after my wife's needs and she had to go to the hospital and even the hospital had to phone the care company up to get her hygiene done correctly, but Guardian did nothing after that except hand care package back to council as we said didn't follow care plan. Eventually had to get our MP involved. Dont recommend using these ever.

Management used to be much better at sharing information. An area for improvement.

The carers are great. The reason I have given a 2-star rating, unfortunately, the office staff are rude, uncaring, untruthful, and unprofessional. The cover is unreliable, no one notifies relatives as requested when care doesn't happen and the office staff are extremely unhelpful! Complaints are not followed up and issues are denied when looked into by social services. Keep a record of every time a carer doesn't arrive.

Staff on the ground are very good but the management is incompetent and can't get their facts correct and then try to shift the blame. Be wary if social services pass them on to you for crisis care. Also, the district nurses were critical of their care.