Archived: Radis Community Care (Milton Village)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us they had experienced a consistent level of care, with regular teams of staff arriving at agreed times, which helped them feel safe and reassured. This reliability was especially important to those with complex needs or cognitive impairments, who valued familiar faces and routines.

Care plans had clearly identified the involvement of other professionals, such as district nurses, occupational therapists, and social workers, and outlined the specific roles and responsibilities of each stakeholder in supporting the individual. For example, one person’s care plan detailed joint input from a physiotherapist and a homecare worker to support safe mobility and reduce the risk of falls, while another included regular communication with a mental health nurse to monitor emotional wellbeing. Staff where familiar with people’s individual needs and care as described in the care plans.

The provider demonstrated a strong understanding of the diverse health and care needs of people and their local communities, ensuring that care was coordinated, flexible, and supported individual choice and continuity. People told us they experienced a good level of continuity, with regular teams of staff arriving at agreed times. Care plans clearly documented the involvement of other professionals and specified the role each stakeholder played in people’s care. The provider proactively made referrals to relevant professionals whenever people’s needs changed or when concerns about their safety and wellbeing arose, ensuring timely and appropriate support.

The provider supplied appropriate, accurate, and up-to-date information tailored to meet individual communication needs, in line with the Accessible Information Standard. They demonstrated a clear understanding of this standard, which requires that information is provided in accessible formats to ensure effective communication for all people. The registered manager provided examples of how information was adapted for individuals with communication challenges, such as using signs and gestures to facilitate understanding and engagement. This approach helped ensure that people received information in a way they could comprehend and were empowered to provide meaningful feedback.

The provider made it easy for people to share feedback, offer ideas, or raise concerns about their care, treatment, and support. Staff actively involved people in decisions about their care and ensured they were informed of any changes made as a result of their feedback.

The registered manager maintained regular contact with people, creating opportunities for them to raise issues directly. Additionally, people were sent surveys to gather their views on various aspects of the service. As a result of this feedback, improvements were made in respect of care visits and staffing. The provider had a clear feedback process outlining how people could raise complaints or compliments. People expressed confidence that their concerns would be heard and addressed. The provider’s feedback records, which included both complaints and compliments, demonstrated that issues were responded to promptly and effectively, ensuring people felt supported and valued.

The provider ensured that people could access the care, support, and treatment they needed, when they needed it. They had clear policies and procedures in place relating to equality and diversity. Additionally, staff completed training in these areas to enhance their understanding of potential barriers people might face in accessing care, helping to promote inclusive and equitable support for all.

Staff and leaders actively listened to information about people who were most likely to experience inequalities in their care or outcomes and tailored their care, support, and treatment accordingly. People told us they felt treated fairly by staff who had received specialist training, including dementia awareness, enabling them to provide person-centred care. The provider ensured that the delivery of care aligned with the human rights principles of fairness, respect, equality, dignity, and autonomy (FREDA). This ensured people were recognised as individuals and their rights upheld throughout their care. The registered manager also described how they had extended training courses to the local community, fostering a wider understanding of people’s needs related to their protected characteristics and promoting inclusive, respectful support across all areas of the service.

The provider had a person-centred and compassionate approach to supporting individuals in their own homes when planning for and managing their end-of-life care. Recognising the sensitive nature of these discussions, care workers and management staff were trained in advance care planning (ACP), effective communication, and relevant legal frameworks such as the Mental Capacity Act 2005. This training ensured they sensitively initiated and responded to conversations about future care preferences, respecting each person’s pace and readiness.

The service worked closely with people, their families, healthcare professionals, and other service providers to ensure end-of-life wishes were clearly understood and documented. Staff supported people to express their preferences around symptom management, preferred place of care, spiritual and cultural needs, and involvement of family members, facilitating meaningful conversations that promoted dignity and respect.

All relevant information, including advance decisions to refuse treatment (ADRT) and any advance care plans, was documented accurately in care plans and regularly reviewed to reflect any changes in people’s wishes or health status. These care plans were shared securely with all members of the care team and relevant health professionals, such as GPs, district nurses, and palliative care specialists, ensuring coordinated and consistent care delivery.