Surrey home care provider praised for exceptional person-centred support

A Surrey home care provider has been rated outstanding at its first inspection, with inspectors highlighting examples of staff going above and beyond to help people maintain their independence and continue doing the things that mattered to them.

Radfield Home Care Guildford & Woking, operated by Bailey Investing Limited and based in Godalming, provides care and support to people living in their own homes. The Care Quality Commission (CQC) assessed the support provided to 16 people receiving the regulated activity of personal care.

Following the inspection, which concluded in July, the service received an overall outstanding rating. It was rated outstanding for being caring and well-led, while safety, effectiveness and responsiveness were rated good.

Inspectors found a strong culture of treating people as individuals rather than defining them by their care needs. Staff demonstrated detailed knowledge of the people they supported, including their interests, preferences and life histories, and used this information to make care more personal and meaningful.

In one example, a member of staff spent time watching old films with a person because it was something they particularly enjoyed. Another person had a strong connection to their garden, so staff helped them paint their planters in the way they wanted, allowing them to retain choice and control over something important to them.

Staff also helped a person who had previously been a keen gardener celebrate their birthday with a visit to a large garden operated by a national horticultural organisation. Inspectors found this approach helped people remain connected to their interests and identities while promoting independence and inclusion.

The CQC highlighted an occasion when staff went beyond their usual duties after an alarm repeatedly sounded in the building where a person lived. The alarm could not be repaired until the following morning and the individual felt unsafe, so staff volunteered to remain with them overnight to provide reassurance.

Relatives gave overwhelmingly positive feedback about the service and reported feeling confident that their loved ones were being well cared for. Families were involved in decisions about care where appropriate and valued having a consistent team of staff who knew the people they supported well.

The service had very low staff turnover, which inspectors linked to a workplace culture where employees felt valued, supported and proud of the care they provided. This stability also meant people were less likely to receive care from unfamiliar workers.

Inspectors found managers were prepared to advocate strongly for people while respecting their choices. When one person became acutely unwell but did not want to go into hospital, managers personally supported them through the night before advocating for access to a hospital-at-home service. This enabled the person to receive the treatment they needed while respecting their wish to remain at home.

Communication systems were also found to support safe and personalised care. Staff used an electronic care planning system alongside detailed handovers and direct communication from the office, ensuring they were quickly informed when somebody’s circumstances or needs changed.

The CQC found that leaders had created a values-led service where staff were empowered to provide care based around each person’s individual needs and preferences, while people receiving support were encouraged to retain as much inde

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