SW Care’s home care governance framework in Cheltenham ensures every aspect of our service meets the highest regulatory and ethical standards. We believe that transparent governance is not just a legal requirement, it is the foundation of the trust families place in us when they choose a care provider for someone they love.

As a CQC-registered and CQC-rated Good home care provider, we hold ourselves accountable to rigorous standards of safety, quality, and professionalism. This page provides an overview of our governance structure and links to each of our detailed policies.

Our Regulatory Framework

SW Domiciliary Care Ltd (trading as SW Care) operates under a comprehensive regulatory framework designed to protect the people we support and ensure consistently high standards of care delivery.

Our governance structure is built on four pillars:

1. Regulatory compliance with the Care Quality Commission (CQC),
   
2. Adherence to national legislation including the Care Act 2014 and,
   
3. The Health and Social Care Act 2008,
   
4. Our own internal quality standards that often exceed minimum requirements.

Every policy and procedure we maintain has been developed with input from our Registered Manager, care professionals, and the families we serve. We review and update these documents regularly to reflect changes in legislation, best practice, and feedback from our clients.

CQC Registration

SW Care is registered with the Care Quality Commission under registration number 1-6720068087. The CQC is the independent regulator of health and social care in England, and registration confirms that we meet the fundamental standards of quality and safety required by law.

Our CQC registration covers the provision of personal care to adults in their own homes across Cheltenham and the surrounding areas of Gloucestershire. We are subject to regular inspection and ongoing monitoring by the CQC.

We are proud to hold a CQC rating of Good, reflecting our commitment to delivering safe, effective, caring, responsive, and well-led services. You can read more about our rating on our CQC Rating page.

Policies & Procedures

Transparency matters. We publish our key policies so that clients, families, and professionals can understand exactly how we operate. Each policy page below provides detailed information about our approach.

Safety & Compliance

• CQC Rating. Our latest CQC inspection results and what they mean for your care.
• DBS Enhanced Checks. How we ensure every carer is thoroughly vetted before they enter your home.
• Safeguarding. Our commitment to protecting vulnerable adults from harm and abuse.
• Care Procedures. How we manage medication, health monitoring, and clinical governance.

Training & Quality

• Training & Professional Development. Care Certificate, NVQ qualifications, and ongoing professional development for every carer.
• Quality Assurance. How we monitor, measure, and continuously improve the quality of our care.

Openness & Accountability

• Duty of Candour. Our commitment to being open and honest if something goes wrong.
• Complaints Procedure. How to raise a concern or make a complaint, and what we do about it.
• Whistleblowing. How staff can raise concerns safely and without fear of retaliation.
• Anti-Bullying. Zero tolerance of bullying and harassment — protecting everyone connected to SW Care.

Data & Privacy

• Data Protection & Privacy. How we collect, use, and protect your personal information under GDPR.

Quality Assurance

Quality assurance is woven into everything we do at SW Care. It is not a one-off exercise or a response to inspection, it is a continuous cycle of monitoring, feedback, and improvement.

We conduct regular care plan reviews, client satisfaction surveys, carer spot checks, and internal audits. We track key performance indicators including medication errors, missed visits, and client feedback scores. Every complaint and incident is analysed for learning opportunities.

Our 9.8 out of 10 rating on homecare.co.uk, based on 121 verified family reviews, and our recognition as a Top 20 Home Care Group 2025 reflect the quality culture that runs through our entire organisation. But we never rest on our achievements, there is always more we can do.

Read more about our approach on our Quality Assurance page.

Staff Compliance and Accountability

Good governance starts with the people who deliver care. Every member of our team operates within a clear framework of accountability.

Before any carer attends their first visit, they complete the Care Certificate covering all 15 core standards. They also hold an enhanced DBS check with Adults Barred List verification, funded entirely by SW Care. These are not optional steps. They are non-negotiable requirements that protect the people we support.

Beyond initial checks, every carer receives regular supervision, unannounced spot checks and annual appraisals. Our Registered Manager reviews performance data, incident reports and client feedback to identify areas for improvement. If a concern is raised, we investigate promptly and take appropriate action.

We also maintain clear escalation pathways. Any member of staff can raise a concern through our whistleblowing policy without fear of retaliation. Safeguarding alerts are reported to Gloucestershire County Council and the CQC within required timeframes. Our incident log is reviewed monthly at management level.

This level of oversight is what separates a well-governed care provider from one that simply meets the minimum. Families should expect nothing less.

Since 2018, this approach has helped us maintain our CQC Rated Good status and support 100s of families across Cheltenham and Nearby Towns. Our 9.8 out of 10 rating on homecare.co.uk from 121 verified family reviews reflects the consistency that strong governance delivers.

Learn more about SW Domiciliary Care and our values.

Our Policies & Procedures

Every policy below has been reviewed, approved, and is available for families to read in full:

• Our CQC Rating: Rated Good — What our CQC inspection means for your family
• Our Safeguarding Policy — How we protect vulnerable adults from harm
• DBS Enhanced Checks — Every carer is background-checked before their first visit
• Our Complaints Procedure — How to raise a concern and what happens next
• Our Whistleblowing Policy — How staff report concerns safely
• Our Duty of Candour — Our legal obligation to be open when things go wrong
• Data Protection & Privacy — How we handle your personal information
• Care Procedures — Step-by-step guidelines our carers follow
• Quality Assurance — How we measure and maintain care standards
• Anti-Bullying Policy — A respectful workplace delivers better care
• Training & Development — How we invest in our care team