A CARE service which had been put in special measures around the service it provided is still not treating people with dignity – health watchdog the Care Quality Commission has found.

Swan Care home in Tillingham had been placed in special measures by the care watchdog following an earlier inspection in late 2025.

During the inspection in 2025, the Care Quality Commission found nine breaches of regulations relating to person-centred care, dignity and respect, consent, risk management, safeguarding, premises, governance, staffing and recruitment.

The health watchdog said it had identified significant and widespread concerns, including that people did "did not receive holistic, person-centred care, and were not always treated with dignity and respect".

A follow-up visit between May and June this year found there are there are eight continued breaches relating to person-centred care, dignity and respect, consent, risk management, safeguarding, premises, governance, and staffing.

A report said the provider Airaa Swaan Ltd "did not treat people with kindness, empathy and compassion, or respect their privacy and dignity".

They added that despite the provider telling the CQC at the last inspection they would improve the use of "person-centred language", there was still continued poor practice.

The CQC added that this meant people were described in a way which was not dignified or empathetic. Records described people as "aggressive", "soiled", "so smelly", making "annoying sounds", and "wandering".

Continence care was discussed in shared spaces, and scented baby 'nappy bags' were on display in the hallway alongside PPE, which the CQC described as undignified.

Despite this, the CQC received feedback staff were kind and compassionate. One person's relative told the inspectors: "I think they are trying their best to be kind and caring."

A statement from the CQC said: "Whilst we saw care staff were trying their best in difficult circumstances, significant provider failings did not reflect a caring service".

The service is a residential care home providing support to up to 21 people, including those living with dementia. At the time of the latest inspection, there were 10 people living at Swan Care Home, as the local authority had placed an embargo on any new admissions due to quality and safety concerns.

A statement from the care home said: "We acknowledge the findings of the Care Quality Commission and are deeply concerned that aspects of the care identified during the inspection did not meet the standards residents and their families are entitled to expect.

"We particularly recognise the concerns relating to dignity, respect and person-centred care. The language highlighted in the report is unacceptable and does not reflect the values or standards we expect at Swan Care Home.

"Since the inspection, we have implemented a comprehensive improvement programme supported by an experienced adult social care consultancy. This has included strengthening the home's leadership and governance arrangements, reviewing care plans and records, introducing more robust audits and quality assurance systems, and providing staff with face-to-face training in dignity, safeguarding, communication, dementia care, professional record-keeping and person-centred practice.

"We have also strengthened staff supervision, competency assessment and management oversight, alongside making improvements to the home's environment and safety systems.

"We recognise that meaningful improvement must be demonstrated through sustained action. We will continue to monitor progress closely, work openly with the CQC and other relevant organisations, and ensure that the improvements made become firmly embedded in everyday practice.

"Our priority is to provide safe, compassionate and person-centred care in which every resident is treated with kindness, dignity and respect. We understand that the confidence of residents, families and the wider community must be earned, and we are committed to doing so."