Archived: Swan House

During this visit we spoke to four people who live at the home, two visitors and four staff who work at the home.

People told us that they were kept informed and a visitor said 'They always tell me if mom is unwell'.

We saw that staff give people choices about how and where they wanted to spend their time, and give people choices about food and drink.

People told us that they liked the food and one person said 'The food? Well I have never had to send any back lets put it that way'.

Prior to our visit we had been told that there was not enough staff available to meet people's needs. People we spoke to were complimentary about the staff and one person living at the home said 'I don't usually need them at night but if I do they come straight away'. There seemed to be enough staff on duty at the time we visited to meet people's individual needs.

Prior to our visit we were told about concerns that medicines were not safely managed by the home. We looked at the medication for some people who lived at the home and found that it was not always managed safely.

During our visit we were told by staff that they had enough equipment to meet people's needs. We saw that the home was clean, tidy and odour free on the day of our visit.

People told us they had everything they needed and that their rooms were clean.

They told us that the staff were friendly and approachable. They said that sometimes the home was short of staff and they had to wait, but this didn't happen very often.

They told us that they had no complaints but they knew how to raise them if they had any. They were confident they would be listened to.

People said:

'They ask me what I want and if I am ready to do things'

'Staff involve me in my care and I make decisions'

'I have a good wash everyday and a shower once a week, that's enough for me'

'They call the doctor out when I need him'

'I had rice crispies for breakfast, I don't like to have much but you can have a cooked breakfast if you want'

'I've got a clean room, they come in everyday and clean'

'They are very good to me, we are always made welcome'

'The staff are fine they come when I need them'

'We know about the meetings that are happening but we don't bother to come, we are satisfied'

'I don't have to complain, if there are any upsets they get dealt with straight away'

It was difficult to speak to some people on the nursing unit, due to their communication difficulties and care needs. However some people were able to express their satisfaction using the 'thumbs up' sign.

Relatives told us that staff were caring and friendly but they were often short of staff and could do with one or two more. Another person at the home and their relative told us that they were satisfied with the care being provided. People told us that sometimes the floors were not clean but they had 'never seen the place really dirty'.

We spoke to an Infection Control Nurse who visits the home. They told us that following a recent audit, the home had put an action plan together about how they were going to improve the environment and minimise the risks of cross infection to people.