Swan Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. 

Staff were kind and caring and positive relationships had developed between people and staff. Staff were attentive to people’s needs and talked them through what they were doing, which people responded to. A person said, “They look after us brilliantly I have no complaints.” A relative told us “[Person] seems happy here. Food is very good here. They feel safe here.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans contained information specific to individuals. For example, people had their preferred name documented. This was then written across people’s care plans and staff approached them using their preferred name. Staff took time to get to know people and regularly discussed their likes, dislikes and preferred ways of receiving care. During the assessment we observed staff spending time with people and encouraging people to go for a walk as this was documented as being important to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were encouraged to take control in their daily life, from decisions about meals to how they spent their time. Staff understood their role with supporting independence and told us “I will always try and get them to do as much as possible for themselves. Especially with trying to support them to keep their mobility.”

Staff encouraged people to do as much as they could for themselves, and care plans set out preferred routines, mobility needs and communication styles.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s needs promptly. We saw staff notice when individuals needed assistance, approach them quickly, and act to ensure they were comfortable. Staff also answered call bells without delay. We did not observe long waits for care.

During the assessment we observed the staff and registered manager respond to an emergency. They supported this person kindly and effectively. They were quickly able to respond to their needs and provide the relevant information to paramedics on their arrival at the home. This ensured the person received timely and effective support.

The provider promoted staff wellbeing and supported staff to deliver person centred care.

Leaders took steps to ensure staff felt informed and supported, and staff spoke positively about the leadership team. Staff meeting focused on day-to-day operational matters. The registered manager demonstrated a clear understanding of their responsibility to support staff wellbeing. They told us, “The office door is always open, and we will ensure we make time for people.” They also recognised areas for improvement and showed a commitment to continuing to develop the staff team.