The Rowans Care Home

The inspection took place between 19 March until 11 April 2025. This inspection consisted of all quality statements under the key questions of safe, effective, caring, responsive and well led. We visited the service on 19 and 26 March 2025.

The service was outstandingly caring. Staff were referred to as ‘care companions’ and were exceptionally kind and caring, demonstrating a real empathy and understanding of people with dementia. People were treated with kindness, compassion and involved as partners in their care, and given the privacy and dignity they needed. Arrangements for social activities showed a creative approach that met people's needs and helped them lead a full life. Relatives and professionals agreed the service was excellent at providing person-centred care.

Care plans were personalised, considering people’s communication, personal and health needs. Staff supported people in the least restrictive way possible and in their best interests. Staff ensured people understood their care, enabling them to give informed consent and involved those important to people in decision making, where people did not have capacity for this themselves. Policies and systems supported staff practice and enabled people to be involved in their care planning.

The service was outstandingly well-led by a compassionate, pro-active manager, assisted by the whole staff team and fully supported by a strong senior management team, including the CEO, who was present during this assessment. The service had a shared vision and culture based on listening, learning and trust; there was a positive culture where people and staff felt comfortable in raising concerns. The environment and equipment met people’s needs, was well-maintained and mitigated risks. Managers ensured staff received training and appraisals to maintain high-quality standards of care.

The company’s care ethos is ‘Ohana’, a Hawaiian word meaning extended family, and this encapsulated what the provider was striving to create in the home. The recruitment journey ensured staff had the right skills, qualifications and experience but also ensured new recruits possessed vital personal characteristics such as empathy, self-awareness and good social skills. The provider fully supported staff development and wellbeing and recognised the importance of a well-thought-out staff retention strategy. Staff of the highest calibre were an extremely important resource and integral to the delivery of good quality care.

Environmental risk assessments and robust safety checks were in place and complete. The environment was clean and fresh throughout the home; effective cleaning schedules helped to ensure people were safe from infection. Safe medicines practices were followed. Staff managed medicines well, involving people in planning any changes. There were enough staff to meet people's needs.

We found well-trained staff, passionate about their role, who told us they were fully supported in their role by leaders. The provider demonstrated how effective governance systems and processes established in the service aligned to ensure people remained safe, whilst overseeing the quality of care and continually seeking ways to improve. There was excellent engagement with all stakeholders, partner agencies and professionals involved in people’s care; this ensured people were given opportunities positive outcomes e for the best outcomes and transitions when moving services.