Radfield Home Care Leicester East, Groby & Oadby Also known as Amison Wellbeing Services Ltd

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 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’s care plans fully reflected their physical, mental, emotional and social needs. Peoples’ protected characteristics were respected, these were reflected in care plans.

Care plans were developed with the person and or their family members. One person said “An initial assessment was done with me. Yes, there is a care plan. It’s reviewed on a regular basis and everything has stayed as when they took me on.” A relative told us “A couple of years ago they came out and discussed with [family member] what they needed. A new care plan has been done since they went to Hospital. It’s reviewed periodically. They [family member] makes their own decisions.”

Another relative said, “I have Power of Attorney. Right at the beginning we went through everything as an assessment of needs. I contact them if we want any change and they are brilliant. They do a regular review. We have a folder with the care plan. I agreed and signed it. I think the support is brilliant.”

People consistently told us they were at the centre of their care and support. They felt they were listened to and their choices always respected.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider closely monitored calls to ensure staff attended at the right time and stayed for the agreed time. People told us they received the care and support they were paying for. They told us staff were reliable and never had a missed call.

People received care and support from the same staff member or team of staff members. The continuity of care meant people and staff got to know each other well. One person said, “I get pretty much regular carers. There’s one or two who are my favourites and I look forward to seeing them. All of them treat me well and know what I personally need.”

A relative told us, “We are familiar with the staff. If new ones come, they arrive with an experienced one. So, no one comes on a cold visit. They are regulars and [family member] likes it that way as they get to know them better and they know their needs. [Family member] builds relationships with them.”

Peoples’ relatives were involved in care planning and support. They were consulted and asked to provide feedback

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with a ‘clients handbook’ which set out the service provided, the terms and conditions of the service including people’s rights and protections in place, and what people should do if they had any concerns or needed to speak with a manager. This document was also available in other accessible formats such as large print, Braille or in an audio version.

The provider was meeting the ‘accessible information standard,’ which is a legal requirement for providers of health and social care. Staff had training and understood their responsibilities to meet general data protection regulations.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had a complaints policy with a clear procedure and timeline for how complaints were dealt with. People and relatives we spoke with knew what to do if they had a complaint. They told us they would contact the office but had not had any reason to do so.

The provider maintained a log of all complaints. None had been received since February 2025, and there were no active complaints at the time of our visit. Records showed the provider responded quickly to complaints. They took appropriate action to resolve and ensured the complainant was updated and informed of the outcome.

Complaints monitoring was included in the monthly and annual governance audit so that analyses of trends and patterns could be carried out. The provider’s quality improvement plan included ensuring people knew how to make a complaint and were aware of the complaints procedure.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s personal, cultural, social and religious needs, including those relating to their sexual and gender identity, were well understood. People were supported to have their needs met by staff who understand the context of their experiences.

Care and assessment records identified people’s needs and considered peoples protected characteristics under the Equality Act 2010. Staff understood people’s needs and how to meet them.

Peoples protected characteristics were explored during staff supervision sessions. Staff were asked to explore how they supported people and made reasonable adjustments so they could access the care and support they required and were not disadvantaged.

The provider had policies about supporting equality and diversity to prevent discrimination and ensure people had access to the care and support they required. The providers ‘core values’ also included respecting people’s equality and diversity needs.

People were asked if they had a preference regarding the gender of staff supporting them.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

One person told us, “There’s been no unfair discrimination. It’s not relevant on culture or faith for me. Doesn’t bother me at all. I’d prefer female carers and I get female carers.” Another person said, “I’ve not been treated unfairly. They [staff] know my [religion].”

A relative told us, “[family member] only gets female carers. They attend a service [chosen place of worship] when they can.”

Care planning for individual people supported equity in experience and outcomes.

Records showed staff had made reasonable adjustments to support people living with dementia and communication difficulties. These had a positive impact on people’s lives.

Policies in place were in-line with current best practice guidance around equality and discrimination.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider carried out regular reviews of people’s care and support. This included the review of peoples changing needs, consideration of any changes required to call times, duration, frequency or they type of support required.

When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so. Decisions were clearly recorded and communicated as appropriate. A relative told us, “[family member] has got a ‘do not resuscitate (DNR)order’, It was sorted out with the G.P. Radfield has a copy of it on the file. The funeral plans are all sorted.” Another said, “Radfield is aware of the DNR. It was discussed with them at the start assessment.”

At the time of our assessment there was no one receiving end of life care. Managers were aware of how to seek support from healthcare professionals when people were at the end of their life. Some care staff had attended training about end-of-life care and support.