Radfield Home Care Bexhill, Hastings & Battle

Updated 1 June 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was a registered manager in post. They were supported by the provider.

Notice of inspection

This inspection was announced. We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 07 April 2022 and ended on 13 April 2022. We visited the location’s office/service on 07 April 2022.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used this information to plan our inspection.

During the inspection

We spoke with six staff, including the provider, the registered manager, a care co-ordinator and care staff. We reviewed a range of records. This included four people’s care plans and associated risk assessments and medicines records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, satisfaction surveys and policies and procedures were also reviewed.

After the inspection

We spoke with nine people and one relative over the telephone about their experience of the care provided. We further spoke with the registered manager and gathered additional evidence in relation to the care delivery people received and how the service was run.

Updated 1 June 2022

About the service

Radfield Home Care Bexhill, Hastings & Battle is a domiciliary care agency providing personal care to people in their own home. 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 there were 60 people using the service, of which 36 were receiving the regulated activity of personal care. People receiving a service were older and living with dementia, frailty and other age related conditions

People’s experience of using this service and what we found

We found areas of outstanding practice in the care provided by Radfield Home Care Bexhill, Hastings & Battle. The use of pioneering technology used in a person centred way ensured that people received outstandingly effective care that met their current and changing needs.

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.

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

Rating at last inspection

The last rating for this service was Good (published 02 November 2018).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.