Statement regarding our former Portsmouth service

11th August 2026

A Radis Spokesperson has issued the following statement:

‘Radis Community Care is deeply sorry for the distress caused to the person we supported who was at the centre of this case and her family. We accept that aspects of the care she received, and of our management oversight, fell below the standards they had every right to expect.

We recognise that the report raises wider and serious concerns about the consistency and quality of the care provided, how concerns were escalated, and the oversight of the service. We are sorry for the cumulative impact these failings had on the dignity and wellbeing of the person we supported, and on her family’s trust in the care she received.

Mrs Y lived independently in an apartment within an Extra Care setting in Portsmouth, where Radis provided scheduled support visits throughout the day in line with her assessed needs and care plan provided by social services.

In the final months of Mrs Y’s life, her family raised a number of concerns about the care she was receiving, and we continued to work with the family and social services to address those concerns.

The fact that dog food was mistakenly provided was wholly unacceptable. We understand the shock and distress this caused, and we do not seek to minimise or excuse it.

Once the incident was reported to senior management, we made a safeguarding referral to the local authority, notified the Care Quality Commission, opened a formal investigation and suspended the two support workers involved. The support worker who prepared the meal is no longer employed by Radis. The second employee was subject to disciplinary action following an HR investigation.

We apologised directly to the family in writing in June 2024 and again in September 2024, and senior managers met with the family on two occasions.

Since concerns were first raised, we have taken significant steps to ensure we learn from what happened to mitigate something like this happening again.

We have strengthened care planning and review, guidance around nutrition and hydration, medication oversight, record keeping, the handling of DNAR documentation, staff supervision and safeguarding escalation. We have also enhanced safeguarding training for managers and team leaders, strengthened audit and quality-assurance arrangements, reviewed our safeguarding and whistleblowing processes, and developed our digital care-planning and oversight systems.

We fully co-operated with the Ombudsman’s investigation.  That does not detract from our acceptance that elements of the care and oversight in this case were not good enough, or from our responsibility to learn from what happened.

As a result, the service’s most recent Care Quality Commission assessment, carried out between the 22nd September and the 7th October 2025, resulted in an overall rating of Good.

Radis made the decision to give notice on the Portsmouth contract and voluntarily withdrew from providing services on the 1st of December 2025. Our priority has been to ensure the learning from this case is embedded across the organisation and to reduce the risk of anything like this happening again.

We remain committed to upholding our values of professionalism, teamwork, integrity, innovation and excellence, and to ensuring those values are reflected consistently in the care and support we provide.’