CHS works in partnership with Black Swan Care Group to support families through complex care decisions with clarity, compassion and confidence.
Through genuine, well-matched referrals for residential and home care, CHS Healthcare helps ensure individuals find care that is right for their needs, while supporting care teams across an award-winning multi-site group.
By combining deep local understanding with a person-centred approach, CHS Healthcare ensures every referral is meaningful, relevant, and aligned to the care each home can deliver.
The challenge
Families often contact CHS at times of heightened stress, such as following a hospital admission or a sudden change in circumstances that means living at home is no longer safe. These situations require timely, sensitive guidance to help families make the right care decision with confidence.
For Black Swan, operating across multiple locations in a competitive care sector, the challenge was balancing strong occupancy with appropriate placements. Home managers needed genuine enquiries that were well matched to their services, without spending valuable time responding to speculative or unsuitable referrals.
Why CHS?
Black Swan values CHS for its experience, professionalism and people first approach. Rather than simply passing on enquiries, CHS takes time to understand everyone’s needs and circumstances before recommending care options.
This approach ensures referrals are genuine, appropriate and aligned to what each home can offer. It also supports families to make informed decisions with reassurance, knowing they are being guided by trusted expertise, when it matters most.
By working with CHS, Black Swan has seen:
The solution
CHS works in close partnership with Black Swan’s head office and individual homes to build a relationship based on trust, communication and local understanding. Referrals are tailored to each location, taking into account care needs, availability and funding requirements.
A key part of the collaboration is face to face engagement. CHS Healthcare advisors are invited to visit Black Swan homes, giving them a clear and accurate understanding of each setting. This ensures advisors can confidently describe homes to families, helping them visualise the environment and feel reassured about their choices.
As Black Swan has expanded its services with the launch of a home care offering in central Norwich, CHS Healthcare adapted its support to include referrals for care at home, ensuring families received consistent guidance across different care pathways.
The impact
1. Timely placements that support safety and reassurance
Many individuals referred through CHS Healthcare are seeking care following a hospital admission or a sudden change in circumstances, with 80% of referrals made directly after discharge.
By providing well matched referrals, CHS Healthcare supports timely placements, with an average of just 7.5 days from referral to placement. This speed, combined with a strong understanding of individual needs, helps reduce safety concerns at a critical point of transition and gives families confidence that the care offered is appropriate from the outset. This is reflected in the fact that 75% of placements are accepted following the first recommendation, reducing delays and unnecessary disruption for individuals and their loved ones.
2. Confidence and satisfaction throughout the care journey
CHS Healthcare supports families at emotionally challenging moments by providing clear, compassionate guidance from first contact through to placement. This approach ensures families feel informed and confident in their decisions, contributing to positive experiences for both clients and care providers.
At the point of placement, 100% of families report confidence in their decision and client satisfaction following placement is rated at 100%, demonstrating the effectiveness of consistent, person-centred support.
3. Genuine referrals through a trusted partnership
CHS Healthcare provides genuine enquiries rather than speculative requests, reducing pressure on care teams by limiting time spent assessing unsuitable referrals. This enables home managers and wider teams to focus on welcoming new residents and maintaining high-quality care across multiple homes.
The consistency of this collaboration supports confident joint working across a growing multi-site group and contributes to sustained quality outcomes, reflected in Black Swan’s recognition for excellence, including winning the Customer Excellence Award at the 2024 EDP Norfolk Business Awards.
Looking for similar support?
If you are a care provider looking to work with a trusted referral partner who delivers expert guidance and confidence in every care choice, CHS Healthcare can help. Get in touch to find out how partnering with CHS Healthcare could support your services, your teams and the families you care for.
Enquire now
