West Eaton Nursing Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were consistently treated with great kindness, dignity and compassion by staff working in the care home. Without exception, we received only high praise from people about the managers and staff who worked at the service. One person told us, “Staff are very kind and caring, they even brought me 2 shrubs for the garden here that I had at home and loved. How lovely was that!” Another person told us, “Staff enjoy me playing the piano and it’s good I can still do it as music is my life. Staff are very kind and do respect your wishes”.

Feedback from relatives was consistently exceptional and demonstrated the meaningful difference the service made to people’s lives. One person’s relative told us, “Mum’s privacy and dignity are always respected. Also, because mum didn’t like the colour of her room staff redecorated it to her liking.” Another person’s relative said, “What I find lovely is I can come into Mum’s room at different times of the day and find not only the care staff, but the cleaners or cooks sat with mum having a chat which she loves”.

Many relatives had written to formally express their gratitude, describing how their family members were treated with unwavering dignity and respect. They highlighted how staff went above and beyond to ensure people felt safe, valued, and loved at all times, showing that care extended beyond meeting needs to truly enhancing quality of life. One person’s relative wrote, “West Eaton has given my mum a reason to carry on living.” Another person’s relative wrote about the things the person enjoyed at West Eaton such as, “Enabling use of hoist and chair to allow [person] to interact outside of her room, the little things that are important e.g. painting nails, curling her hair etc all things that will relax.”

Our observations confirmed these views. Interactions between staff and people was genuine, respectful and person-centred, creating a welcoming atmosphere throughout the service. Staff knew individuals exceptionally well and supported them to engage in meaningful activities. Every interaction reflected patience and respect, promoting autonomy and enhancing emotional and physical wellbeing. This culture of kindness and compassion was embedded in everyday practise, ensuring people consistently experienced exceptional care that prioritised dignity, respect and choice.

Leaders promoted caring values throughout the service and acted as positive role models. Staff were encouraged to demonstrate empathy, respect and compassion in all aspects of their work. This was reflected in the positive and supportive atmosphere observed throughout the home

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Great emphasis was placed on gathering information to best understand the individuality and uniqueness of each person, including their family background, work history, social interests, religious beliefs and personal stories. This information was shared with staff to enable them to have a deeper understanding of people’s lives and experiences. Staff used this knowledge to tailor their approach, create positive moments and support people in ways that felt familiar and comforting. For example, one person’s relative told us how staff went extra mile to accommodate and explore the person’s religious needs. The relative told us, “Mum is a [religious beliefs] and it was lovely to see that staff had taken the trouble to find special hymns regarding her faith for her to listen to.” This enabled the person to continue practicing and be surrounded by the ethos of their religion.

In another example a person who had previously owned a motorbike shop for many years and as part of key worker’s initiative, the service prepared a surprise for the person. They contacted biking community on social media and arranged for them to visit the person. As a result, over 30 bikers visited the person, and the person was overwhelmed with the attention and being able to see some of his old customers and all the bikes.

Another person was an avid gardener, and to support their independence and sense of purpose, the person was encouraged to continue pursuing their passion for gardening. The person was actively involved in all aspects of maintaining the gardens, enabling them to use their experience, knowledge and existing skills, remain physically active, and continue doing something they enjoyed.

Care plans contained detailed, robust and accurate information, and were meaningful and person-centred. They captured people’s preferred ways of communicating, their interests, emotional and spiritual wellbeing, and physical health needs. People had ‘key workers’ and staff were able to use their knowledge of each person to deliver support that helped people feel valued, respected and understood.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us they were fully involved in developing and reviewing care plans, which was clearly reflected in the detailed records we saw. One person told us, “I was involved in my care and treatment.” Another person confirmed, “I have been fully involved in my care and I’m kept well informed of any changes.” A relative told us, “I don’t have words to describe how wonderful the staff are. I still feel very much part of my wife’s life because I am welcome anytime here and still help with parts of her care.”

Care plans contained rich, personalised information about people’s needs, preferences, hobbies and talents, alongside clear guidance on how staff supported individuals to maintain their interests and lifestyles. This ensured people received highly personalised care that reflected what mattered most to them, supporting their independence, promoting wellbeing and enabling them to live fulfilling lives.

Independence was actively promoted through a strong enabling approach. For example, one person was a keen walker, however due to uneven surface in the garden they did not feel it was safe to walk there. The person was encouraged to come up with a design which included wheelchair accessible paths and wildflower sections. The service hired an external contractor and the person walked with the contractor to show them the proposed path. The path was created and the person was granted his wish of having somewhere safe to walk. The person wished to maintain his independence by continuing to walk in the fields alongside the care home. However, access was made difficult by a stile. With the person's involvement, the provider met with the local Green Councillor and the Herefordshire Walking Group to discuss the issue. As a result, the stile was replaced with a kissing gate, making the route far more accessible and enabling the person to continue enjoying his walks safely and independently.

During our inspection we saw multiple examples of people regaining their independence. This was clearly evidenced in care logs and compliments received by the service. One relative wrote, “[Person] has settled into a routine now he is home. Managing the stairs well and is now using just the one crutch.”

In another example, the service worked collaboratively with the GP and Advanced Nurse Practitioner (ANP), they reviewed the ongoing need for a person’s catheterisation. Following assessment, the catheter was safely removed, and staff supported the person through bladder retraining, providing encouragement, regular toileting support, and careful monitoring. As a result of this collaborative approach, the person has successfully regained normal bladder function and is now able to use the toilet independently. This has restored their continence, dignity, confidence, and independence, significantly improved their quality of life while eliminated the risks associated with long-term catheter use.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives told us staff always responded in a timely manner, and people’s safety and comfort were always their priority. A person told us, “Staff are very responsive and always come quickly if you need them.”

Throughout our visits, we observed staff responding to people in a timely, compassionate, and attentive manner, ensuring individuals felt supported while maintaining their independence and dignity. There was a strong sense of teamwork across the service, with all staff working together to promote people’s wellbeing and respect their preferences.

Equipment used within the service, such as door, chair, bed and floor sensors alerted staff when a person assessed as being at risk of falls moved. This enabled staff to respond and identify what the person required or needed. Throughout the day, we observed staff responding to sensors which were activated.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff consistently told inspectors they felt valued, supported, and listened to by the management team. A member of staff told us, “I love working here. They look very well after my wellbeing.” Another member of staff said, “I find it amazing, I like doing my job, we have a good support, we have a good teamwork.”

The provider introduced an incentive scheme rewarding staff for going extra mile and covering extra shifts. Staff who performed the best were rewarded with a free stay in the provider’s lodge in an attractive location. This incentive was well received by staff. A member of staff told us, “If you pick extra shift, go out with resident for a day you get points you can redeem to go to the lodge, you don't need to pay for anything, I really enjoyed it.” Another member of staff said, “It has got a hot tub, it is so nice to go for holiday without having to pay for it.”

The provider recognised and celebrated carers week. Every year, for 5 days the provider shared a motivational post on their intranet platform, recognising the dedication, compassion, and commitment they demonstrate every day. Every member of the team also received a gift during the week as a token of thanks for the outstanding care and support they provided to people living at West Eaton Nursing Home.

In another example, the provider supported staff who were experiencing perimenopause or menopause by creating a workplace where staff felt understood, valued, and supported. As part of this commitment, the leadership of the service provided small wellbeing gift bags containing practical items to help manage symptoms, including a cooling spray, cooling neck towel, mini handheld fan, and wrist cooling patches. These items were chosen to offer comfort and practical support during the working day.