Radfield Home Care Bromley, Orpington & Beckenham

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 service 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.

People’s care plans were clear about the importance of engaging them in conversations about the things that mattered to them. The service had developed pen pictures of staff which included their hobbies and interests. These not only enabled people to have information about any new staff who would be working with them but were also used by the service to match staff to people where they had similar interests. The service also provided people with information about local social events that might interest them. The registered manager told us staff would support people to attend such events if they were interested.

People’s assessments included information about people’s health and care needs and staff engaged with other professionals involved in their care and support. The service engaged with a range of other services in the community, including other care providers, dementia support services and organisations providing support and activities for older people and people with disabilities.

People told us they received the information they needed in a timely manner. People’s care plans, risk assessments and the service user guide were clear and written in plain language. The registered manager told us that, at the time of our inspection, no one required information in other formats or languages. However, they would always ensure information was tailored to people’s communication needs should this be required in future.

People told us they knew how to contact the service and always received a prompt and satisfactory response. They confirmed they were involved in making decisions about their care and had been informed about any changes to their care plans. The registered manager actively sought feedback from people on a regular basis. The feedback records we looked at showed high levels of satisfaction.

Staff liaised with other professionals to ensure people were supported to access the care, support and treatment they needed. People’s care records showed staff had worked with other health professionals, such as district nurses, to ensure any concerns were addressed. People were supported to choose and agree the times they wished the service to provide care and support. The service was flexible, and people were aware that they could request changes to their care.

People’s care plans included information about their cultural, social and other diversity needs. Guidance for staff was included to ensure the care and support they provided was respectful of individual needs and preferences. The provider’s equality and diversity policies and procedures reflected current best practice. All staff had received mandatory equality and diversity training. Staff had also recently undertaken training on ensuring the needs of LGBT (lesbian, gay, bisexual, transgender) people were treated equitably when receiving care and support.

People’s care plans included information about their end of life wishes. The registered manager recognised people may not always wish to discuss end of life. They told us they would always try to ensure this was addressed in sensitive way. The service was not supporting people nearing the end of life at the time of our inspection.