Radfield Home Care Chingford & Loughton

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff treated people with kindness and respect. People and relatives told us that staff had a positive relationship with people. A relative told us, “[Registered manager] and their team have been fantastic, nothing is too much trouble. It is an excellent service.”

People’s privacy and dignity was respected. Staff had been trained in privacy and dignity, and people and relatives told us that their privacy and dignity was respected when receiving support.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated as individuals. Care plans were based around the needs of individuals and people had been involved in the care planning. Care plans included people’s cultural and religious beliefs. Records also included people’s backgrounds and what was important to them therefore care can be tailored to ensure people received personalised care. Staff were knowledgeable about people’s individual needs and how to meet them. A person told us, “After they’ve [staff] been here with me, I always feel good when they leave.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s independence and choice were promoted. Care plans included information about what people were able to do for themselves and what they required support with, this helped developed their independence. People had choices and their preferences on how they would like to be supported were included on their care plans and as part of reviews to ensure they were in control over their own care and wellbeing. A relative told us, “[Person] is very independent, and the carers know that, and step in when they need to.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

As part of care planning, to respond to people’s immediate needs, goals were set and these were monitored through reviews including how the goals could be achieved to ensure outcomes were met. For example, a person goal was to be independent and care plan included staff should encourage the person to be independent such as with personal care. A relative told us, “[Registered manager] is very responsive. They are all nice friendly people and we have no concerns whatsoever.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider supported staff in their roles. Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported and morale was good.

Lone working risk assessments had been completed for staff members who worked alone to ensure they were protected and safe when delivering care and support.

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and ensured people were cared for safely.