West Eaton Nursing Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider implemented an innovative ‘See Me’ framework focused on stimulation by a use of music, increased positive feedback and compliments, person centred rooms, use of key workers and enhanced training and supervision. This resulted in reduced use of antipsychotics, reduced number of behavioural incidents and reduced number of falls and accidents. We saw that one person’s relative commented on the use of music as the therapy, “I was reading the reports from 2 days, one of [person] singing Abba songs with her and today putting on Bay City Roller music. They all go not just the extra mile but even further.”

The registered provider used creative ways to apply new technology to meet people’s diverse needs. For example, they used virtual reality sets that enabled people to revisit places that held special memories, discover new destinations, experience wildlife, and enjoy activities that were no longer physically accessible to some people. The headsets have proven particularly beneficial in stimulating conversation, encouraging reminiscence, reducing social isolation, reducing distressed behaviour and promoting emotional wellbeing. For example, one person when distressed used a virtual reality set to see a church in their country of origin. This proved to have a calming effect on them with the virtual reality set bringing emotional, social and sensory benefit to the person.

Care plans were comprehensive and reflective of a holistic and supportive approach that facilitated the promotion of people’s independence, maintaining of health and enabling them to live a fulfilling life, in line with their wishes and expectations.

Staff demonstrated an in-depth understanding of each person's mental health needs, strengths and personal circumstances, enabling them to provide highly individualised support. Care planning was dynamic and responsive; staff worked closely alongside people and multidisciplinary professionals to adapt support promptly when needs, risks or goals changed.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People living at the service were very much involved in the local community, some people visited the local market, went to a pub and attended local events. For example, a person local to the area used to go the market on a Friday to buy bread and cold cuts every week and this was something they fondly remembered doing. Staff assisted the person to the local market to achieve this. This allowed the person to maintain their link with a local community.

Another person was a passionate steam train enthusiast. After moving to West Eaton Nursing Home, the person spent most of their time in their bedroom, as they had little interest in socialising with others. The person rarely ventured out of their room and almost never left the home. However, the person had one special wish to travel on the Welshpool Steam Railway. With careful planning, coordination, and support from the staff team, the person made this possible. The person enjoyed his long-awaited steam train journey, accompanied by a member of the team, fulfilling a lifelong passion and creating a truly memorable experience. The person travelled on 2 different carriages and on the way up the person was seated on the balcony directly behind the main train and had the best view.

When people were hospitalised, staff remembered about people and about their memorable events. A relative of a person wrote, “'She is very disappointed: she had been looking forward to celebrating her birthdays with her friends and carers in West Eaton - - which she now clearly regards as her home. [Staff] made a cake for her, which we ate with her in the hospital ward (they made a special exception on visitor numbers because it was her birthday). I understand that [staff] ([Person’s] house cleaner) also made a cake for her and delivered it to you. And that your colleagues also made one… I don't think she has ever had so many birthday cakes!”

The registered manager and team demonstrated an excellent understanding of people’s complex health and social care needs, working closely with the local GP and community nursing teams to deliver joined‑up, responsive care. Regular on-site advanced nurse practitioner visits enabled timely reviews and proactive management of emerging concerns.

To help residents and their families better understand the often-complex process of funding long-term care, the registered provider developed and shared a comprehensive information guide covering the financial support available. The guide explained topics such as Attendance Allowance, local authority funding, care needs and financial assessments, NHS Continuing Healthcare (CHC), NHS-funded Nursing Care, deferred payment agreements, property considerations, deprivation of assets, and financial support available for carers. It also provided practical guidance on when to seek assessments, what families can expect throughout the funding process, and where to access independent advice.

People and their relatives have found this resource invaluable in helping them make informed decisions, understand their options, and navigate the funding process with greater confidence, reducing uncertainty during what is often a stressful time.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's information and communication needs were assessed, prior to their admission and reviewed regularly. People could be provided with information in a range of alternative formats as required. These included for example, large print, pictures and audio.

We saw that there was one person whose first language was not English and sometimes the person experienced difficulties to communicate their needs. The registered provider matched a member of staff who understood the person’s language as their key worker to help the person to clearly capture and record their needs and wishes. The registered provider introduced a communication folder with translation flash cards for staff to use in communication with the person.

Information for people, visitors and professionals was shared appropriately, in line with data protection and accessible information standards.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People living at the service and their relatives held and led regular meetings to discuss the running of the service. This offered a sense of empowerment, and championed people’s voice. For example, in a family and friends survey carried, one of the comments from a relative was the service needed to “Improve the car parking area so we don't arrive at the door with muddy shoes.” The service provider listened and responded and arranged for the car park and drive to have new tarmac laid.

The service went extra mile to involve people and their relatives in running of the service but also went extra mile in involving people into things that mattered to them. For example, to celebrate a person and their relative wedding anniversary, the staff team arranged a surprise, intimate meal for the couple. The room was beautifully set with flowers, their wedding album, and soft background music to create a romantic atmosphere. The celebration was tailored to allow them to reminisce over treasured memories and enjoy a very special date together. The person’s relative told us, “150% my wife’s care needs are met. Staff know her so well and chat to her all the time even though she is not really with us now. I can get quite emotional at times when I think back over our lives and staff always find time for me too and always seem to know how to cheer me up.”

In order to involve people with macular degeneration the service introduced a large touchscreen tablet to provide people with greater opportunities for entertainment, communication, and meaningful engagement. This has been very useful for people as the screen was very large allowing them to see better.

The tablet enabled people to play interactive games, enjoy quizzes and activities, watch their favourite films and videos, listen to music, and make video calls with friends and family, helping them stay connected with their loved ones regardless of distance. The large, easy-to-use touchscreen made the technology accessible for people, including those with visual or dexterity difficulties. The large tablet has become a valuable resource for promoting social interaction, cognitive stimulation, reminiscence, and digital inclusion, while also offering people new experiences and opportunities to engage in activities tailored to their individual interests and abilities.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Care records showed that people’s health, care, and support needs were regularly monitored. We saw evidence of timely referrals to other professionals, including speech and language therapists, GPs, learning disability nurses, and mental health practitioners.

People had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests. People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan.

The location was accessible to people who were able to walk independently and to those who required the use of mobility aids. Corridors were free from hazards, which supported people’s independence.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s care plans included clear guidance for staff that showed protected characteristics were considered. This ensured people’s individual needs, such as communication or religious were understood and respected in the delivery of care.The provider was able to demonstrate they had explored cultural histories, traditions, and communication preferences, equipping a diverse workforce to understand and respect specific cultural nuances and understood how this knowledge altered daily care delivery to improve wellbeing.

Staff used equality, diversity and inclusion training to understand how to deliver inclusive care.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People had up to date end of life plans and were asked about their wishes for their care. People and where appropriate their relatives made a decision about advanced treatment and preferred place of care. A person’s relative wrote, “We are so pleased we managed to avoid anymore hospital trips and that his wishes to die in the home were fulfilled.”

We saw multiple letters of appreciation about the end of life care provided to people, and support provided to their relatives. A member of staff told us, “When somebody is actually dying, we look after relatives as well, we offer them sandwiches and teas, coffees. This is a big thing; we look after families as well. I personally make a point of doing this due to my own experience. We have families coming back to talk to other residents.”

The service not only provided outstanding end of life care but also offered bereavement support to people after loss of their partners. A family member wrote, “They are always available to offer advice and support to family's during what are difficult and challenging times. The compassion shown to my mother on the death at home of her husband was exemplary!”

A healthcare professional involved in palliative care told us, “I have zero complaints or issues with the staff I encounter on a regular basis and find them all to be wonderful people with the very best of intentions when it comes to patient care.”

People’s needs had been considered as part of their advanced end of life care plan which took account of peoples preferred way of communicating, ability to understand and capacity when decisions were made. Where appropriate, advanced care plans and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were clearly documented and flagged in peoples care plans.