Enter and view: Rylands

Healthwatch Telford and Wrekin undertook an announced/unannounced enter and view visit to Rylands Nursing and Residential Home on 26 September 2025. 

The visit aimed to understand residents’ experiences and identify areas of good practice or improvement.

Rylands can accommodate 41 residents and had 39 at the time of the visit, with a mix of nursing, residential, and short‑term enablement placements. The home is undergoing renovation, and while improvements are underway, the visiting team observed several environmental concerns. These included clutter such as stored building materials, a mattress left in a hallway, worn flooring, odours in some areas, and marked walls and bannisters. Some safety concerns were noted, including cars parked in front of a fire exit, trip hazards, and contractors leaving doors open without signage.

Internally, the home was described as a complex layout due to the building’s age, though residents are able to personalise their rooms. The environment felt sparse, and the team suggested adding wall art to create a more homely atmosphere. The external parking area caused confusion, as visitor parking signage was unclear.

Staffing levels were described in detail, and the deputy manager explained that recruitment was ongoing. Staff received induction training, regular reviews, and mandatory and optional courses. The home uses electronic records supplemented by verbal handovers. GP services visit weekly, and opticians attend on-site, although residents must travel to dental appointments.

Residents are supported to make choices about food, activities, and outings, and staff are willing to accommodate changes. Activities are varied and include trips and entertainment. Relatives generally felt listened to, though some expressed concerns about room decoration and stimulation for residents who remain in their rooms. While residents and relatives are invited to meetings, attendance is low, and the team suggested improving communication, such as through a newsletter.

Issues around dignity and communication were noted, including a resident’s catheter bag visible through an open door and staff notices being displayed in communal areas. The team also observed that some signage—such as indicators for staff roles—was missing from public areas.

A series of recommendations were made, covering improvements to safety, communication, the environment, parking clarity, maintenance, dignity, and contractor management. The provider responded to each recommendation, outlining actions taken or planned, such as updating cleaning rotas, creating a newsletter, reminding staff and contractors about door security, and preparing signage for maintenance work.