Enter and view: Southway Care Home

Healthwatch Bedford Borough carried out an announced Enter and View visit to Southway Care Home on 19 February 2026. Southway is a residential care home for up to 42 older adults, primarily people living with dementia. At the time of the visit, the registered manager was on leave and the deputy manager supported the inspection. 

Healthwatch found that the home had adapted well to digital records management and that staff received comprehensive training, including dementia-specific training delivered by the deputy manager, who is a dementia champion. The home had some staffing vacancies but reported success in recruiting agency staff into permanent roles, helping to improve continuity of care. 

The home is organised into five colour-coded communities, each with its own lounge, dining area and bedrooms. Inspectors found the environment generally suitable for residents with dementia, and observed staff consistently wearing visible "My Name Is" badges, which supported communication and familiarity for residents.

Several environmental issues were identified. One of the home’s two lifts had been taken out of service due to its age and safety concerns. Inspectors also noted that not all toilets had contrasting seats or clear signage, which could make them harder for residents with dementia to identify. Additionally, some resident rooms were missing fire evacuation status markers above the doors. 

The report found strong links with healthcare services. Residents had access to regular GP visits from London Road Surgery, pharmacy support, dental care, optometry, chiropody, district nursing and community activities involving local schools and colleges. The home also worked with Friends for Life volunteers to support residents who had limited contact with family members. 

Residents reported feeling safe and happy living at Southway. One resident described a member of staff as a “gentle giant”, reflecting positive relationships between staff and residents. Inspectors observed staff dealing with residents’ concerns promptly and compassionately. 

The home provided residents with information through pictorial menus, easy-read safeguarding documents and displayed activity programmes in each community area. Residents could personalise their rooms and were involved in discussions about menu choices and food preferences. 

Residents spoke positively about their independence and choice, saying they could decide whether to take part in activities and personalise their daily routines. Food and refreshments received positive feedback, with residents saying that staff provided meals they enjoyed and were attentive to their preferences. 

The home offered a broad programme of activities, including arts and crafts, nail care, shopping trips, pub visits, visits from schoolchildren and individual one-to-one activities for residents who preferred quieter engagement. Residents said they enjoyed these opportunities and valued the care they received. 

Feedback and complaints were managed through documented processes, regular staff meetings and an open-door management approach. Inspectors suggested introducing a “You Said, We Did” board to show how resident and family feedback had led to improvements. 

The main challenge identified by the home was the ongoing difficulty in recruiting suitable staff. 

Overall, Healthwatch found Southway to be a caring and supportive home where residents felt safe, respected and involved. The report made six recommendations: introducing a “You Said, We Did” board; increasing resident and family involvement in menu planning; replacing rusted dish-draining racks; ensuring hand sanitiser is available at the entrance; improving toilet signage; and installing contrasting toilet seats to better support residents living with dementia.