Enter and view: Bank House

Healthwatch Telford and Wrekin carried out a semi-announced Enter and View visit to Bank House Care Home on 21 November 2025 to observe the environment and quality of care, and to gather feedback from residents, relatives, and staff. Bank House is a nursing and residential care home in Newport, Telford, registered for 20 residents and accommodating 18 people at the time of the visit.

Overall, residents and relatives reported positive experiences of care. Residents described staff as kind, supportive, and responsive, and relatives said they were kept informed about changes to their family members’ care. Staff reported feeling well supported by management, described strong teamwork, and demonstrated awareness of safeguarding procedures. No unpleasant odours were detected in the home, which was viewed positively.

The environment presented some strengths but also several areas for improvement. The building is an older property and inspectors observed worn flooring, damaged net curtains, worn furniture, and a need for redecoration in several areas, including the downstairs bathroom. Items were being stored in communal areas, which created clutter. Heating on the first floor felt insufficient, and some areas were cold at the time of the visit. Maintenance work was ongoing as part of a rolling improvement programme, although timescales were not clearly displayed.

Access arrangements were generally adequate, with a ramp at the entrance and a lift to the first floor, although car parking was limited due to the home’s location on a main road. Inspectors identified concerns about call bell access, as only one call bell was available in the lounge and none were present in the conservatory, making it harder for some residents to summon assistance independently.

Essential services were largely viewed positively. Food was cooked fresh on site, residents praised the food, and they were involved in menu planning. The home supported finger foods and resident choice, and participated in the Falls Prevention Programme. Access to healthcare services was mostly effective, although arranging dental home visits was described as difficult.

Residents had choice over many aspects of daily life, including their meals, routines, GP, and use of communal facilities. However, some residents felt there were limited activities available, and the activities notice board was out of date. Residents were involved in monthly meetings, and both residents and relatives felt they were listened to when raising concerns.

The report made several recommendations, including improving call bell availability in communal areas, ensuring consistent heating upstairs, increasing and better advertising activities, reducing clutter in shared spaces, using contrasting toilet seats for residents with dementia, clearly displaying maintenance plans, ensuring staff wear ID badges, and introducing a “You Said, We Did” feedback board.

In their response, the provider welcomed the feedback and stated that many of the issues raised were already being addressed through an ongoing improvement programme. They highlighted the positive feedback about care quality, staff support, communication with families, and responsiveness to residents’ needs.