The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Swann House

Overall: Good read more about inspection ratings

Saxon Road, Saxmundham, Suffolk, IP17 1EE (01728) 603916

Provided and run by:
Flagship Housing Group Limited

All Inspections

1 April 2015

During a routine inspection

Swann House is very sheltered accommodation providing personal care to people living in their own flats, some of these people are living with dementia. When we inspected on 1 April 2015 there were 23 people using the service. This was an announced inspection. The provider was given 24 hours’ notice because the location provides a domiciliary care service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were systems in place which provided guidance for care workers on how to safeguard the people who used the service from the potential risk of abuse. Care workers understood the various types of abuse and knew who to report any concerns to.

There were procedures and processes in place to ensure the safety of the people who used the service. These included risk assessments which identified how the risks to people were minimised.

Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

There were sufficient numbers of care workers who were trained and supported to meet the needs of the people who used the service. Care workers had good relationships with people who used the service.

Where people required assistance with their dietary needs there were systems in place to provide this support safely. People were supported to use health and social care professionals to make sure they received appropriate care and treatment.

People or their representatives, where appropriate, were involved in making decisions about their care and support. People’s care plans had been tailored to the individual and contained information about how they communicated and their ability to make their own decisions.

A complaints procedure was in place. People’s concerns and complaints were listened to, addressed in a timely manner and used to improve the service.

Care workers understood their roles and responsibilities in providing safe and good quality care to the people who used the service. The service had a quality assurance system and shortfalls were addressed. As a result the quality of the service continued to improve.

24 October 2013

During a routine inspection

We spoke with eight people during our inspection. People told us that they were happy with the service they were provided with. One person said, "Best thing I ever did coming here. I no longer lay in bed worrying how I will cope. I have my pride and dignity back as I have the help I need when I need it.'

People who used the service told us that they were consulted about the care and support that they were provided with and understood the care and treatment choices available to them.

We looked at five people's care records which provided information for staff on how to meet individual's health and care needs. We saw that people's choices and preferences were reflected in the care records and written in a way that promoted their independence.

The care records showed that people's needs were assessed and care and treatment was planned in line with their individual care plan. We saw evidence in the care records that people received safe and coordinated care, treatment and support where more than one provider was involved

People were given their medication at the required time and records were completed appropriately.

We saw that the service provided enough qualified, skilled and experienced staff to meet people's needs.

We saw that the provider had systems and procedures in place to regularly monitor and assess the quality of the service provided and took account of people's feedback.

2 August 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services. We asked people to tell us what it was like to receive care and support from Swann House as part of a targeted national inspection programme of domiciliary care agencies with particular regard to how people's dignity was upheld and how they can make choices about their care.

The inspection team was led by a CQC inspector joined by an Expert by Experience, who has personal experience of using or caring for someone who uses this type of service.

We used postal surveys, telephone interviews and home visits to people who use the service to gain views about Swann House.

We sent out 42 surveys to people who use the service and to friends/relatives to complete. We received 17 responses back. Seven were from people who used the service and 10 were from friends/relatives.

Overall the results of the survey highlighted positive aspects of care, which included 10 people rating the care provided by the agency as 'excellent'. A further three people stated that it was 'good' and one person said it was 'satisfactory'.

Whilst most comments were positive, people raised concerns about the timing of calls and staff shortages. Three people reported that care workers 'sometimes' stay for the agreed length of time.

We spoke with seven people during our inspection. Four people we visited in their homes and three people we spoke with in the communal areas of Swann House. All seven people told us that they were very happy with the service from the agency. One person told us about their care workers 'Can't fault them, they do an excellent job and are so helpful and friendly.' Another person told us "I look forward to their visits, everyone is lovely."

We were told by five people that the care workers who supported them were punctual and reliable. Four people told us that they were supported by a regular team of care workers and were told in advance if there were any changes to call times or their care workers.

We spoke on the phone to the relative of one person who received care from the agency and they were positive about the quality of care received. They told us the person felt respected and treated in a dignified way.

People we spoke with knew about their care plans and were involved in the ongoing development of them. One person told us that they had been involved in a review of their care with relatives, the agency and other healthcare professionals and felt they had been listened too.

Everyone we spoke with told us they felt safe and protected.