- Care home
Bywell House Care Home
Assessment report published 9 January 2026
Contents
Ratings
Our view of the service
Dates of assessment: 11 December to 17 December 2025. Bywell House Care Home is a residential care home providing accommodation and personal care to people over 65 living with varying stages of dementia. The service can accommodate up to 20 people, at the time of our inspection 20 people were living at the service.
People received safe, effective and compassionate care. Staff treated people with dignity and respect and involved them in decisions about their care. People told us they felt safe and well cared for, and relatives described the home as welcoming and supportive. We observed positive interactions and a calm, homely environment.
The provider had a culture of safety and learning. Risks were mostly assessed and managed well, and staff understood safeguarding responsibilities. Medicines were managed safely, and infection prevention and control practices were robust. Staffing levels were consistent, and staff were well trained and supported.
Care was person-centred and responsive to people’s needs. Activities were varied and tailored to individual interests, promoting wellbeing and social engagement. People were supported to maintain their independence and make choices about daily life. Health care professionals told us staff acted promptly on their advice and worked collaboratively to achieve good outcomes.
Leadership was visible and inclusive. The registered manager had recently been appointed and demonstrated commitment to improvement and staff development. Governance systems were in place and audits were completed, although some areas required further embedding, such as formal mental capacity assessments and integration of nutritional screening tools into care records. The provider was addressing these promptly.
People's experience of this service
People told us they felt safe and supported. A person said, “I do feel safe here.” A relative described the home as safe and said, “I have never lost a minute’s sleep worrying about the care [person] is receiving.”
People spoke about choice and independence. A person said, “I don’t think they'd want you to sit there all night but I generally decide on when I want to go to bed and wake up when I am ready.” A relative confirmed this approach, commenting, “My [relative] has never once complained, they’re happy and you can tell by the way treat [person], they’re treated well.”
The meals were well received. A person commented, “Lunch was ok, I can’t complain about the meals, food is good.” A relative added, “From day 1 it's been good. The cook rang me to find out if [person] had any allergies, I told them (person had a dietary requirement), they were happy to buy things that were appropriate. They are very, very good.”
Activities were described as varied and fun, a relative told us, “Because of [person’s] dementia [person] is very happy and bouncy, they are a tactile person. [Person] wants to dance with everyone; they appear happy all the time.” Another said, “They do have parties, and they have a summer BBQ so we can meet other relatives.”
People and relatives told us staff listened and acted on feedback. A relative said, “No complaints made, I would go to [registered manager] if needed. I had dealing with head office, and we swapped emails and phone calls, they were professional and I have no complaints to make.” Any complaints received were handled promptly and documented with evidence of learning.
People appeared relaxed and comfortable in the registered manager’s presence. Relatives told us the service was well-led. Their comments included, “They have a got a new. They really take their job seriously; I wish them well.” And “I keep in touch with [registered manager], they are extremely helpful and replies quickly to emails. [Registered manager] gives me advice and is willing to give feedback.”
We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us. Our SOFI observations showed people were relaxed and engaged. We saw staff offering choices during mealtimes and using gentle, respectful language. People were observed smiling, joining in activities, and responding positively to staff interaction.