- Homecare service
Radfield Home Care Guildford & Woking
Assessment report published 11 September 2026
Contents
Ratings
Our view of the service
Date of assessment: 30 June to 14 July 2026
Radfield Home Care Guildford and Woking is a domiciliary care agency that provides personal care and support to people living in their own homes. Not everyone supported by the service was receiving personal care. CQC only inspects where people are receiving the regulated activity of personal care. This is help with tasks related to personal hygiene and eating. Where people receive personal care, we also consider any wider social care support being provided. At the time of this assessment, 16 people were receiving support with personal care.
The provider had developed and sustained an exceptionally strong values-based culture that was fully embedded throughout the service. This culture consistently translated into highly personalised care and support that placed people at the centre of decisions. Staff demonstrated a genuine commitment to understanding people as individuals and used their knowledge of people's interests, preferences and aspirations to create meaningful experiences and improve quality of life. We found numerous examples of staff going above and beyond to ensure people remained connected to the things that mattered to them. This included supporting people to visit places of personal interest, spending time engaging in activities people enjoyed and learning a person's favourite hymn to sing with them. These examples demonstrated a culture where people were valued, respected and supported to live fulfilling lives.
The provider demonstrated an exceptional commitment to community engagement and partnership working. A dedicated ‘Community Engagement Manager’ worked closely with professionals, charities and community groups to understand local needs and develop initiatives that promoted inclusion, wellbeing and healthier ageing. This had resulted in a range of community-based projects, including a dementia support group that benefitted people using the service, their families and the wider community. The provider also actively promoted awareness and understanding of dementia through community engagement and educational initiatives.
Strong partnership working was evident throughout the service. The provider worked collaboratively with a range of healthcare professionals and community resources to ensure people received timely and coordinated support. Feedback demonstrated leaders understood the services and resources available locally and consistently advocated on behalf of people to ensure support reflected their wishes, needs and preferred outcomes. Innovative initiatives, including the continuation of care visits during hospital admissions and practical support during periods of extreme weather, demonstrated the provider's commitment to promoting people's health, wellbeing, independence and safety.
People and those important to them were fully involved in planning, reviewing and developing their care and support. Care plans and risk assessments were comprehensive, highly personalised and regularly reviewed to ensure they remained reflective of people's needs, preferences and changing needs. The provider responded promptly when needs changed, ensuring people continued to receive support that was flexible, responsive and centred around what was important to them.
The provider had created a positive and supportive culture for staff, recognising that staff wellbeing was fundamental to delivering good care. Staff spoke positively about the support they received and described feeling valued, respected and empowered in their roles. Leaders promoted continuous learning and development through training, structured induction, regular supervision and ongoing opportunities to develop skills and knowledge. This ensured staff were confident, competent and equipped to deliver highly personalised care whilst fully understanding and promoting the organisation's values and culture.
People's experience of this service
Feedback consistently demonstrated people experienced exceptionally caring, personalised and responsive support which had a significant positive impact on their wellbeing and quality of life and frequently exceeded expectations. The management team and staff showed commitment to understanding people as individuals, taking time to build meaningful relationships and develop a detailed knowledge of people's personalities, interests and what mattered most to them. Staff spoke with genuine warmth about the people they supported and were able to describe their lives, preferences and aspirations in detail. We found numerous examples where this in-understanding had been used in providing highly personalised support, creating meaningful opportunities, enhanced people's experiences and improving their quality of life. As a result, strong and trusting relationships had developed, enabling people and their relatives to feel safe, valued, listened to and cared about.
Feedback regarding the leadership of the service also reflected the compassionate and person-centred culture embedded throughout the organisation. The management team were consistently described as knowledgeable, approachable and committed to achieving the best possible outcomes for people. Their leadership ensured people's views, rights and wishes were listened to, respected and actively advocated for. This resulted in care and support which remained flexible, highly responsive and tailored to people's changing needs and individual circumstances.