Radfield Home Care Chester & Ellesmere Port

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People told us they were treated exceptionally well, and staff consistently ensured their privacy and dignity was respected. People described being offered choice in all areas of their support and told us staff promoted their independence wherever possible. They said they never felt rushed, and staff had ample time to complete all tasks as well as taking time for conversation which people valued.

People and their relatives were fully involved in the development of their care plans. Plans were person centred and there were risk assessments in place that held enough detail to ensure their needs and preferences were met. Care plans were reviewed regularly with the full involvement of the person supported and their relatives and were promptly updated when needs changed. People told us they had regular staff supporting them who were kind, caring and considerate.

Staffing levels were enough to meet people's needs and staff were safely recruited. All staff had completed an induction and carried out shadow shifts prior to lone working. Staff told us they received training and felt confident in their roles. Staff felt exceptionally well supported by the management team and gave lovely examples of being supplied with fleece jackets in the winter and also cold drinks and ice creams in the summer.

People were protected from the risk of abuse. Safeguarding policies and procedures were in place. Staff had received training and understood how to keep people safe and who to report to if they had any concerns.

Staff supported people to take their medicines safely. Staff were trained and had their competency regularly assessed in medicines management. People told us they received their prescribed medicines on time.

The provider had quality assurance systems in place. These included audits, analysis and spot checks that were used to drive improvements. There was a complaints policy and procedure in place that people and their relatives were aware of. People told us they felt confident to raise any concerns and complaints they had. We received many compliments about the service, staff and management team.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.