Swan Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

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

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s support plans contained information about people’s choices, preferences, activities and communication style. Care plans and risk assessments were reviewed regularly and records confirmed this. Where possible people had been involved in the development of these documents. One relative said “They asked about their likes, dislikes and routines. They asked a lot of specific questions about [person] support. These were all directed to [person] and as [person] has capacity, they also signed the documents.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were supported by a consistent staff team, which helped maintain continuity of care. Rotas showed agency staff were not used regularly. When they were required, the provider ensured the same individuals were used to try to further promote consistent support. Staff had access to training relevant to people’s specific needs, including dementia and end of life care. This helped ensure they had the skills required to provide safe and appropriate care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Easy read materials such as how to make a complaint, raise a safeguarding concern and mental capacity support was available to ensure people received accessible communications to meet their needs. Visual symbols or pictures were displayed around the home to help people navigate or recognise key locations. The menu was displayed in a small font, making it hard to see and easy to overlook. We raised these concerns with the provider. They told us they had plans in place to improve this specific area.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People had opportunities to share their views about the care provided, helping the service gather feedback and address concerns. The provider had only recently been accepting referrals, but they had undertaken satisfaction surveys for people who used the service.

The provider made it easy for people to share feedback, ideas, or raise complaints about their care, treatment and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The building was accessible to people with limited mobility. Ramps with a gradual gradient were in place throughout the building. People were supported to have access to health and social care professionals and other services as and when required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider had an equality, diversity and inclusion policy in place that was understood by staff. Staff had completed equality and diversity training which meant they had the skills to ensure that people received equitable care regardless of their background.

People were supported to plan for important life changes, including end of life care, so they had time to make informed decisions about their future. Those who wished to discuss their preferences had these recorded in individual care plans. These were detailed and person centred, capturing what mattered most to people. Not everyone had a plan in place, but this reflected people’s personal choice. Staff had received appropriate training in this area.