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Inspection carried out on 30 September 2019

During a routine inspection

About the service

Swann House is a domiciliary care agency. It is registered to provide personal care to people in their own homes. This service provided care and support to people living in a 'supported living' setting, so that they can live as independently as possible. At the time of the inspection visit the service supported 22 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People received good quality, person-centred care. People felt safe living at Swann House with support from staff, who knew them well. People's care needs were assessed, and action was taken to reduce any risks. The registered manager recorded and monitored accidents and incidents to minimise the likelihood of a reoccurrence.

People were cared for by trained and competent staff who were fully supported by the registered manager in their roles. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Everybody spoken with was complimentary about the staff team and their caring approach.

People were involved in developing their care plans and making decisions. They were encouraged to maintain or regain their independence. Staff arranged communal social activities to help reduce loneliness and promote socialisation.

The registered manager monitored safety and quality through regular checks and audits.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good (published 7 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 2 May 2017

During a routine inspection

This inspection took place on 2 May 2016 and was unannounced. Swann House is a domiciliary care service providing support to adults living in their own home.

There was a registered manager in place. 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.

People told us they were happy with the service provided and that the staff were caring, kind and friendly.

Each person had a care plan. However, these did not always contain the amount of detail required to ensure people received consistent care and support. The registered manager had recognised this before our inspection and was addressing the issue. Medicines were managed safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff had received a range of training that included moving and handling, safeguarding, medicines and health, safety and fire. Other training was available to the staff team specific to people’s needs. Staff told us that the training was good. Staff received supervision sessions.

The service followed safe recruitment procedures. Staff attended an induction prior to working alone in the service. Staff told us that they worked alongside an experienced staff member before working alone. They confirmed the induction process was good and that they had the information they needed to perform their role.

The service had a complaints procedure. No formal complaints had been received but the registered manager fully investigated any minor concerns raised verbally be people and used these as an opportunity for improving the care and support provided.

Quality assurance processes were in place and were being further developed. Audits were undertaken in relation to the service provided and these monitored the services safety and effectiveness.

People were supported to access the local community and avoid social isolation.