A&J Assisted Living T/A Radfield Home Care Loughborough, Charnwood & Melton Mowbray

Not everyone who used the service received personal care. CQC only inspect where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our assessment 27 people were being supported with the regulated activity ‘personal care’.

The provider, managers, and staff demonstrated an exceptional commitment to delivering person-centred care of the highest standard. The culture of the service was person centred, open and honest and shared by managers and staff. Communication between people, staff and managers was highly effective and resulted in a responsive service which met people’s individual needs and preferences. People’s human rights and equality and diversity needs were understood, respected and met. Staff, people using the service, and their families, felt genuinely heard, respected, and valued.

Staff knew people well and understood their needs because staff teams were consistent and had time to spend with people to provide companionship and social stimulation as well as delivering care and support. Call times and attendance were closely monitored and reviewed to promote effective outcomes based on people’s identified and changing needs. Systems and processes were in place to ensure calls were never missed and if there were changes to call times, people were kept informed.

Staff were supported to provide safe and compassionate care and support for people through risk assessment, effective training, supervision and support. Outcomes were closely monitored and any changes responded to in order to continuously improve the service and people’s experience of it.

Staff were highly motivated to achieve good outcomes for people and to provide kind and compassionate care. People consistently praised staff and described positive supportive relationships and the positive impact the service had on their lives.

The provider, registered manager, management team and staff put people at the heart of the service, they involved them in planning and continuously sought their feedback. Staff were proud of the service and told us managers were always accessible and supportive.

There wasa clear and effective management structure and staff fully understood their roles and expectations.

Governance and quality monitoring systems were highly effective in identifying and managing risks and focused on continual improvement.