How we work, and what to expect.
These are the highlights of our full Service User Guide — who we are, what our carers help with, how care is planned and reviewed, and the standards we hold ourselves to. An independent, family-run agency caring for Berkshire and South Oxfordshire since 1968.
Speak to us0118 334 7474
Person-centred care, in your own home.
Gardiner’s is a domiciliary care agency that helps you stay safely in the comfort of your own home — a cost-effective alternative to residential or nursing home care, without the disruption of a move.
Every member of staff is committed to upholding the dignity, individuality and privacy of each person we care for. We take a holistic, non-judgemental approach — supporting not just physical needs but emotional, psychological, spiritual, cultural and social wellbeing too — and we adapt as needs change over time.
From first enquiry to ongoing care.
Care is delivered through an integrated, person-centred approach — tailored to you and coordinated, where it helps, with the other professionals involved in your care.
We start by understanding your needs.
- An initial assessment follows any enquiry or referral
- We build a full picture of your needs and preferences
- Family, friends or representatives are welcome, with your consent
- Care is coordinated with GPs, district nurses and social workers where appropriate
A plan built entirely around you.
- Holistic and fully individualised to your routines
- You're actively involved in planning and developing it
- You review and sign it to confirm you agree
- Kept up to date as your needs change over time
Recorded clearly, visit by visit.
- Carers use the Birdie app to view your plan and record each visit
- Family or representatives can be given access, with consent
- Detailed care notes kept at the end of every visit
- A clear rota so you know who's coming and when
Continuously monitored and adjusted.
- Your care is regularly reviewed to stay appropriate and effective
- Annual Service User Satisfaction Survey and Quality Report
- Regular inspections by the Care Quality Commission
- Both our branches are rated Good by the CQC
Four things we hold to, always.
Our aim is to provide outstanding, professional home care that sustains your quality of life and keeps you independent at home. Four objectives guide everything we do.
Privacy.
Your right to personal space — including choosing when you wish to be alone and free from interruption.
Independence & choice.
Supporting you to make your own decisions, take appropriate and informed risks, and remain in control of your life.
Dignity.
Recognising and respecting your individual needs while upholding your self-worth and personal identity at all times.
Fulfilment.
Helping you pursue your ambitions, keep up meaningful activities, and achieve your goals across all areas of daily living.
The everyday support our carers provide.
Our experienced team can assist with a wide range of daily tasks — as much or as little as you need.
- 01
Personal care — bathing, dressing, oral hygiene
- 02
Support with medications
- 03
Meal preparation
- 04
Shopping
- 05
Mobility
- 06
Companionship
- 07
Trips out and appointments
- 08
Light housekeeping & laundry
- 09
Assistance with the night-time routine
- 10
Recreational activities
Confidentiality, quality and complaints.
We’re registered with the Care Quality Commission (provider ID 1-135284398) and under the Data Protection Act 2018. Your information is held securely and shared only with those involved in your care, with your permission.
A comprehensive quality assurance programme — including an annual satisfaction survey, regular CQC inspections and ongoing monitoring — keeps our service safe and effective. If anything isn’t right, we want to hear about it, and you can seek independent advice from Age UK Berkshire, the CQC or the ICO at any time.
The essentials, answered.
Who uses Gardiner's, and what conditions do you support?
We support adults aged 18 and over, including people aged 65+, and people living with physical disability, sensory impairment, mental health needs, dementia, eating disorders, and drug or alcohol dependency. Care is always tailored to the individual.
What are the office and out-of-hours arrangements?
Our office in Caversham is open Monday to Friday, 7:30am to 5pm. Outside those hours, and on bank holidays, we run an on-call service for emergencies and urgent messages. You can reach the office on 0118 334 7474.
How do you keep my information confidential?
We’re registered under the Data Protection Act 2018. Your information is stored securely and never disclosed to anyone not involved in your care without your express permission. When you stop using our service, paper records are archived securely for six years and then shredded.
What if something isn't right?
Please tell us — we take comments and complaints seriously and use them to improve. You can also seek independent advice at any stage from organisations such as Age UK Berkshire, the Care Quality Commission, or the Information Commissioner’s Office.
How do fees and invoicing work?
We provide a clear quotation, along with our terms, conditions and contract, before care begins — care doesn’t start until the contract is signed and returned. You’ll find our full rates on our pricing page.
Want the full guide?
This is a summary of our Service User Guide — we're happy to send you the complete document, or talk through anything in it. A short phone call is usually the easiest place to start.
Mon–Fri 7:30am–5pm · Out of hours, leave a message and we’ll call back.
