Radfield Home Care Bexhill, Hastings & Battle

The provider had developed innovative and effective systems that promoted people's health, improved their independence and enabled them to live in their own home for as long as possible. People and staff universally had their equality, diversity and culture celebrated, and their rights promoted and respected. The service was inclusive, educational and empowering.

People using the service were consistent in their view that the service was unique in its delivery of care and delivered outstanding care. Typical comments included, "What a fantastic team Radfield are, from the Manager to the office team, a true credit to the care staff, they are all very supportive of all my friend's care needs." There was a culture of embracing learning and development within the service. People and their relatives felt confident in the skills of the staff and they received effective care that met their needs.

The registered manager and dedicated and enthusiastic staff demonstrated an exceptional commitment to enabling people to live well with dementia and grow old with dignity. People received outstandingly high- quality care that met and exceeded their needs, and improved their wellbeing, independence and happiness. Staff treated people with respect, dignity and compassion. They were motivated, passionate and proud of their jobs and people had a regular team of care workers and felt they had become part of the extended family. People and their relatives felt respected, valued and listened to.

The service had built an outstanding model of care and support provided to people. People told us they thought the service was well managed and they received high quality care that met their needs and improved their wellbeing from dedicated and enthusiastic staff. A relative stated, "I have found Radfield Home Care to be outstanding in their care of my mother. All aspects of the company, management, support staff and carers have exceeded my expectations, which were high." Innovative and practical technology was used to enhance peoples care, but also to entertain and teach people and staff new skills and increase their knowledge.

People told us they felt safe having carers support them in their own homes. People's physical, mental health and emotional needs were assessed before they began using the service. Care plans were written with people and focused on their individual specific needs and preferences. The management team completed checks and audits on the quality and safety of the service to make sure they had good oversight.

People were supported by staff who had been safely recruited, and they were protected from the risks of discrimination, abuse and avoidable harm. Risks to people's health, safety and welfare were monitored and reviewed. Measures were in place to reduce risks.

People told us staff always wore the appropriate personal protective equipment (PPE). Staff had access to PPE stock and completed training about how to use it appropriately.

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.

People told us they knew how to complain but had no complaints about the service they received. They felt confident they would be listened to, should they need to complain. Complaints and compliments were shared with staff to address areas for improvement and to celebrate successes.