John Wills House in Westbury-0n-Trym, Bristol, a nursing home for adults, some with dementia was rated outstanding for being caring, responsive and well-led following an inspection by the Care Quality Commission (CQC), 30 & 31 July 2019.
It achieved the score of good for the safe and effective categories.
The CQC report highlighted that they observed consistently kind and compassionate care from staff who were observant and focused on people's well being. A visitor to John Wills House said, "The staff are all very kind and polite, and are really very good, nobody here has a bad word to say at all, everyone who works here is very friendly." Respect for people's privacy, dignity and independence was embedded within the culture of the home.
The team at John Wills House were exceptional in supporting people and their relatives both in planning for and at the end of the person's life. In 2017 the Beaches Unit was the winner of the Great British Care awards in End of life/ Palliative care.
Staff understood and met the needs of people and their families in relation to the emotional support and practical assistance they needed during this time. Within ten days of the death of a resident the provider organised a memorial service for residents, staff and families which gave people time to reflect and remember the loss of their friends and loved ones and provided emotional support.
People received a high standard of care because the management team provided strong leadership. The registered manager had been awarded the Great British Care Awards (South West) November 2017, Best Care Home Registered Manager and had been a finalist in the National Finals in the same category in 2018.