Radfield Home Care Guildford & Woking

The provider had developed and sustained an exceptionally strong values-based culture that was fully embedded throughout the service. This culture consistently translated into highly personalised care and support that placed people at the centre of decisions. Staff demonstrated a genuine commitment to understanding people as individuals and used their knowledge of people's interests, preferences and aspirations to create meaningful experiences and improve quality of life. We found numerous examples of staff going above and beyond to ensure people remained connected to the things that mattered to them. This included supporting people to visit places of personal interest, spending time engaging in activities people enjoyed and learning a person's favourite hymn to sing with them. These examples demonstrated a culture where people were valued, respected and supported to live fulfilling lives.

The provider demonstrated an exceptional commitment to community engagement and partnership working. A dedicated ‘Community Engagement Manager’ worked closely with professionals, charities and community groups to understand local needs and develop initiatives that promoted inclusion, wellbeing and healthier ageing. This had resulted in a range of community-based projects, including a dementia support group that benefitted people using the service, their families and the wider community. The provider also actively promoted awareness and understanding of dementia through community engagement and educational initiatives.

Strong partnership working was evident throughout the service. The provider worked collaboratively with a range of healthcare professionals and community resources to ensure people received timely and coordinated support. Feedback demonstrated leaders understood the services and resources available locally and consistently advocated on behalf of people to ensure support reflected their wishes, needs and preferred outcomes. Innovative initiatives, including the continuation of care visits during hospital admissions and practical support during periods of extreme weather, demonstrated the provider's commitment to promoting people's health, wellbeing, independence and safety.

People and those important to them were fully involved in planning, reviewing and developing their care and support. Care plans and risk assessments were comprehensive, highly personalised and regularly reviewed to ensure they remained reflective of people's needs, preferences and changing needs. The provider responded promptly when needs changed, ensuring people continued to receive support that was flexible, responsive and centred around what was important to them.

The provider had created a positive and supportive culture for staff, recognising that staff wellbeing was fundamental to delivering good care. Staff spoke positively about the support they received and described feeling valued, respected and empowered in their roles. Leaders promoted continuous learning and development through training, structured induction, regular supervision and ongoing opportunities to develop skills and knowledge. This ensured staff were confident, competent and equipped to deliver highly personalised care whilst fully understanding and promoting the organisation's values and culture.