Enter and View: Belong Crewe

Healthwatch Cheshire East undertook an announced enter and view visit to Belong Crewe, a purpose‑built, community‑focused care village consisting of six small households that support between 10 and 12 residents each. The home provides residential, dementia, nursing, respite, day care and end‑of‑life care. 

Residents and visitors generally described the atmosphere as warm, friendly and homely, and staff were repeatedly praised for their kindness and supportive approach.
 

The environment was found to be well maintained, although the car park was considered small and some areas of the building were open to the public. Tribute displays, personalised door plaques and memory boxes helped to create a respectful and individualised atmosphere for residents.
 

Residents reported feeling safe, cared for, respected and treated with dignity. Staff interactions were consistently calm, gentle and person‑centred. The home uses digital care plans via Person Centred Software, which residents and relatives can access and contribute to. Staff continuity is strong due to the household model, enabling deep knowledge of residents’ histories, preferences and needs.
 

Belong Crewe has good links with health services, particularly Rope Lane Medical Centre. Access to GPs, nurses, chiropody, opticians and hairdressing was generally positive, although residents and staff highlighted ongoing difficulties in obtaining dental care and timely podiatry support. Staff expressed concern about long waits in A&E for residents, especially those with dementia.
 

The home offers a wide range of activities, including exercise classes, crafts, day trips, Knit and Natter, cinema evenings, and personalised one‑to‑one sessions. A dedicated Experience Coordinator oversees the programme. Residents can contribute ideas at quarterly meetings, and Namaste sessions take place twice daily. Community involvement is strong, with partnerships including local schools, dementia groups, and LGBTQ+ Silver Pride initiatives.
 

Communal areas were generally well kept, though Healthwatch noted an odour in some ground‑floor corridors and warmth on the top floor. Bedrooms are ensuite and personalisable, but some residents reported a need for more shelving and workspace; refurbishment is underway. Outdoor spaces include a dementia‑friendly garden with raised planters, seating and an entertainment stage under construction.

Food quality feedback was mixed. While many relatives rated meals positively, some residents wanted more choice, variety and fresh fruit. Snacks and drinks were readily available throughout the day.

Key challenges for the home include recruiting permanent night staff, delays in Deprivation of Liberty Safeguards approvals, the increasing number of residents with Parkinson’s, and national shortages in dental provision. The manager reported successes such as the 15‑year anniversary celebrations, the dementia‑friendly garden, the introduction of B’s Café dementia group, and their award‑winning end‑of‑life and LGBTQ+ inclusion work.

Healthwatch made three main recommendations:

1. Address concerns about agency night staff.
2. Review household menus in response to resident feedback about food variety.
3. Continue involving residents in bedroom refurbishment plans.

Belong Crewe provided responses and action plans for each recommendation, including recruitment efforts, clearer communication about food options, and an active refurbishment programme.