Guinness Care and Support’s Bristol Home Care office has become the latest team and member of Care and Support West to achieve a ‘Good rating’ from the CQC and against the ‘Is the service caring?’ question the inspectors rated the service as ‘outstanding’!!!

The service, which is based at the Southlands Extra Care Scheme, was inspected on 23 and 24 April 2015. According to the CQC Inspection Report, pre-inspection, questionnaires were sent to 27 people using the service, 27 relatives and friends of people using the service, 21 members of staff and two community healthcare professionals.

The report states: “One relative said, “We have used other agencies. Guinness are by far the best and I’ recommend them to anyone”.

The report is hugely complimentary about the quality of staff interaction with customers.  One section of states:

“Throughout our inspection we were struck by the caring and compassionate approach of staff. We heard managers and senior staff answering the telephone to people using the service, relatives, staff and other professionals. They spoke to people in a clear, respectful and caring manner and ensured people’s needs came first.”


“One member of care staff said, “I came into care to make a difference and feel that I can do that here”. A second said, “People I care for have told me Guinness is the best. They say we turn up when needed and we’re happy to do that little bit extra”. Another said, “I love my job. There is something about Guinness. (Manager’s name) and (Team Manager’s name) really care and are very supportive. The registered manager and team manager said, “We think our staff go the extra mile to meet care for people” and, “The staff go above and beyond what we’re contracted to do”.

The CQC inspect against five key lines of enquiry (KLOEs).  They are:

  • Is the service safe?
  • Is the service effective?
  • Is the service caring?
  • Is the service responsive?
  • Is the service well-led? 

Against the ‘Is the service caring?’ question the inspectors rated the service as ‘outstanding’ – with all other KLOEs being rated as ‘Good’. 

Congratulations go to Willem Roos, Registered Manager, Cath Cheesley, Jan Wintle, Sam Hawkins and the whole team at Bristol Home Care for this excellent result! 

Click this link to see the impressive CQC inspection report!