Enter and view: The Priory Nursing and Residential Home

Healthwatch Telford and Wrekin undertook an announced/unannounced enter and view visit to The  Priory Nursing and Residential Home on 4 July 2025. The visit aimed to understand how the service operates, observe the environment, and gather the views of residents, relatives and staff.

The provider is a 49‑bed home offering residential and nursing care, including a new nine‑bed complex care unit opened in 2023. The visit team introduced themselves to the manager, explained the purpose of the visit, and divided into two groups to interview management and tour the home while speaking with residents, staff and visitors.

Externally, the home offered ample parking and a dedicated ambulance bay, although signage was less visible when approaching from one direction. The entrance was secure. Internally, the reception area was small and the noticeboard cluttered. Staff photo boards lacked role‑identifying colour coding, and some staff were not wearing name badges. Emergency buzzers were responded to promptly. Rooms were neutrally decorated but personalised with residents’ photos and belongings. Storage space was limited, resulting in equipment like hoists being stored in corridors. Some safety signage was not adhered to, such as a door marked “Keep Locked at All Times” being left open. Communal areas contained many staff notices, making them feel clinical. The home layout was described as complex and corridor‑heavy. A new unit had modern features, including ceiling hoists and wet rooms, but another unit only had sinks in its rooms, raising toilet‑access concerns for bedbound residents. Dining areas were under‑used by residents, who preferred to eat in the lounge, while staff used the dining room for breaks.

All 49 places were filled, with 42 nursing and seven residential residents. The home did not rely on agency staff and had recently filled three vacancies. Staffing levels included nurses, nurse support workers, care staff, administrative and housekeeping workers, a maintenance person, kitchen staff and activity coordinators. Training included induction, shadowing, annual updates and in‑person safeguarding training. GP services were mostly provided by Wellington Surgery, supported by visiting paramedics and nurse practitioners. Optician, dental, foot care and hairdressing services were also available.

Residents reported they were treated kindly and had their dietary needs met, such as gluten‑free requirements. Staff used visual food cues to support residents with limited capacity, and families were involved in supporting personal preferences. Residents who spent most of their time in their rooms received one‑to‑one support. No access concerns were raised.

Residents consistently said they felt safe and well cared for. Staff supported mobility needs respectfully, and rooms were private and personalised. Staff interactions were warm, and staff members reported enjoying their jobs and feeling supported by management. Residents said they were kept informed, had choices respected, and appreciated personalised activity options.

Information was displayed around the home, though some noticeboards were cluttered or awkwardly positioned. Families received updates via newsletters, Facebook and on‑site signage. Complaints were handled within 21 days, and resident/relative meetings provided regular opportunities for feedback.

Residents could choose meals, personalise their rooms and decide whether to participate in activities. Alternative meals were available, and menu choices were discussed in meetings. Residents were free to decline activities without pressure.

Residents said they felt listened to and that concerns were taken seriously. Monthly meetings provided a structured way to provide feedback, though most feedback was gathered informally.

Two activity coordinators ensured daily activity provision, including bingo, crafts, cooking, exercises, movie nights, singing and games. External entertainers and animal visits (e.g., llamas, zoo animals) were arranged, and supported trips out were available. Family visits were encouraged, and pets were welcomed. A July 4th celebration created a lively environment during the visit.