Radfield Home Care Stamford, Peterborough & Rutland

Not everyone who used the service received personal care. The Care Quality Commission (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. At the time of our inspection, 15 people were receiving a personal care service.

People's experience of using this service: People were at the heart of the service and everyone we spoke with told us of the exceptionally person- centred care they received. One person said, "They take time to get to know me [and] do everything I ask them to. I think I am very fortunate to be with them."

Staff cared for people with exceptional kindness and compassion; went out of their way to promote their welfare and happiness and respected their right to make choices in every aspect of their lives. People were treated with dignity and respect and were supported to maintain their independence for as long as possible.

Staffing resources were organised exceptionally well to provide people with continuity of staffing and safe, consistent care. Staff worked together in a mutually supportive way and communicated effectively with a range of external organisations. Staff recruitment was safe.

Care planning systems were highly effective. Staff understood people's individual care needs and preferences and used this knowledge to provide them with extremely flexible, responsive support. Training and supervision systems provided staff with the knowledge and skills they required to meet people's needs. People received food and drink of their choice and people's medicines were managed safely.

Systems were in place to ensure effective infection prevention and control. Staff worked collaboratively with local health and social care services to ensure people had access to any support they required.

Staff were aware of people's rights under the Mental Capacity Act 2005 and supported people to have maximum choice and control of their lives, in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice. The provider assessed and managed potential risks to people's safety and welfare. Staff knew how to recognise and report any concerns to keep people safe from harm.

The service was well-led. The owner provided principled, values-based leadership and the registered manager was respected and admired by his team. Staff enjoyed their work and were proud to work for the provider.

A range of audits was in place to monitor the quality and safety of service provision. There was organisational learning from significant events and any complaints were managed effectively. The provider had an innovative approach to service design and delivery and was committed to the continuous improvement of the service in the future.

People and their relatives were engaged in the planning and delivery of their care. Despite the impact of the COVID-19 pandemic, the provider had begun to develop productive links with the local community.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk