Westgate House Care Centre

Tower Road, Ware SG12 7LP
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9.7 313 Reviews
  • Westgate House Care Centre, Ware
This attractive and professionally managed care home rated Outstanding in ‘Well Led’ by the Care Quality Commission in January 2020, has been supporting the local community of Ware for over fifteen years. Established and purpose-built with a positive reputation, Westgate House Care Centre offers quality nursing, residential, rehabilitation and dementia care in a peaceful but central location.

The long-standing home manager, who has been in post for over five years, leads an effective and stable staff group. This, and exceptional in-house training, ensures a skilled and responsive care team to meet the changing individual needs and expectations of every resident. With a caring and compassionate team, where nothing is too much trouble to help residents settle into their new home, the family ethos and the warm relationships the staff achieve are greatly valued by both residents and visitors.

Westgate House has some highly attractive and charming themed day areas in which to relax or socialise; these include the Garden Café – a firm favourite for those who like to enjoy a coffee and chat with the morning paper, the Cinema room, a Reminiscence room, and Café Pierre. Comfortable bedrooms have their own ensuite toilets and washbasins and the home’s showers and bathrooms are newly refurbished.

There are a number of outdoor spaces including a sensory courtyard for residents to benefit from and a separate garden for spending time with friends and relatives.

The facilities have been designed to enhance resident care and quality of life, to optimise cleanliness and help minimise the spread of any infections; this includes a natural ventilation system, wood effect flooring, hand washing facilities in every room and the use of hand gel dispensers throughout the home.

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Care Provided by Westgate House Care Centre

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Permanent Care
  • Physical Disability
  • Respite Care
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 109 Service Users
  • Privately Owned
  • Other Care Provided
  • Palliative / End of Life Care

Good to Know

  • Person in charge
  • Nancy Currie (Manager)
  • Admission Criteria
    • Admission subject to full prior assessment
    • Ages 50+
  • Room Information
    • Single Rooms (109)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2019

Funding & Fees Guide for Westgate House Care Centre

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority

  • Please contact the home directly to discuss the fees in more detail.

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • To arrange a visit, please call the home directly. There are no restrictions on visiting.


  • Parking

  • Free on-site parking


Westgate House Care Centre Reviews (313)

Total of 313, showing 101-120
9.7

Westgate House Care Centre has a Review Score of 9.7 (9.719) out of 10, based on 75 reviews in the last 2 years. Over all time Westgate House Care Centre has 313 reviews.

Overall Experience

  • 217
  • 87
  • 8
  • 0
  • 1

Date Published

313
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Review from Marion H (Respite Resident) published on 17 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I arrived here July 8th in great pain, hardly able to stand and had not walked for 8 days after a right hip revision replacement. I was scared I was never going to walk again. The wonderful physio team soon motivated me and gave me the confidence to become mobile again. The nursing staff, carer and
all other staff were always kind, helpful and respectful of my feelings. My experience here has been excellent.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Thank you for sharing your heart-warming story. We're so pleased with your outcome and thank you for your kind comments about our team. It's much appreciated!


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Review from P S (Son of Resident) published on 30 July 2022
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

The rooms were pleasant with TV but the bed was very uncomfortable. My mother could not sleep. Staff were not unpleasant, but few smiled or acknowledged her presence. She does not suffer from dementia and, for a 97-year-old, her brain is sharp, active and thirsty for new experiences; Westgate did not
seem prepared for this type of patient.
My mother was there for rehabilitation and the physiotherapists were very good. But apart from that, my mother was 'confined' to her room by staff who told her not to leave it. Where are the wonderful facilities boasted about on the website? Where was the full activities programme, bars, cinemas or even the dining room? My mother had to spend all day and night in virtual isolation. As a result within two days she became tearful and very depressed. On the third day I rescued her and thankfully brought her home where she is now far happier. Never again!

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Hello, thank you for your feedback. We are currently conducting an investigation into the details of your experience, which you have previously shared with us directly. We have been in communication with you and will respond in full to the concerns that you have raised.


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Review from Graham M (Respite Resident) published on 29 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I attended Westgate House for four weeks of rehabilitation after a fall at home. My overall experience was very positive with respect to the staff, the facilities and the treatment received. I am unable to identify any negative issues for Westgate.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Thank you for your lovely review. We're happy you had a very positive experience, and pay your respects to our incredible team. It is much appreciated.
Best wishes.


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Review from D B (Son of Resident) published on 29 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

From day one, I found all the staff at Westgate House to be very welcoming, personable, professional and sensitive to and understanding of my mum's needs.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

We appreciate your very kind review. Thank you. Our team will be happy to know they do an excellent job looking after mum.
Best wishes.


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Review from Vera A (Wife of Resident) published on 13 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband was very happy during his stay for rehabilitation after surgery on his broken leg. Everyone in Westgate House Care Centre was very kind and polite and also very helpful when the time came for my husband to leave. Even after my husband left we were contacted making sure everything was ok at
home. Would always speak very highly of Westgate House Care Centre in Ware to friends and family. If asked by anyone who may enquire about having to go into a nursing home we would always recommend this home to them and their family.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

We're so pleased you are happy with the care that your husband received while staying at our home. Thank you for taking the time to leave this lovely review and we wish both you and your husband the best.


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Review from Kate C (Daughter of Resident) published on 30 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother was looked after well here. Very efficient staff.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Dear Kate, thank you for taking the time to leave us this lovely review. Our team value your feedback and we are here to support you with anything you may need. Best wishes, Cara


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Review from H O (Daughter of Resident) published on 16 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I feel that sometimes my mum would like to try and feed herself but is usually told they will do it. Sometimes one staff member will tell you one thing, then another will tell you something else. Disappointed that Mum cannot have a shower, which I know she would love. When I looked in passing in the
bathroom, I thought there was relevant equipment for this to be done.

Reply from Nancy Currie, Home Manager at Westgate House Care Centre

Thank you for taking the time to provide us with your feedback.
I am really sorry to hear that you felt there was a miscommunication by the staff team regarding the care and support provided to your mother. Each resident has an individualised care and support plan to enable them to reach their independence goals as set by the qualified Therapy Team and this will be subject to the resident’s individual abilities at the time.
I will ensure that your feedback is shared with the staff team to improve the resident and family experience at Westgate House Care Centre.
Best wishes,
Nancy


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Review from R V (Respite Resident) published on 9 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good. Nice staff and everyone is helpful and kind. Special thank you to a particular member of staff, you're great. Thank you very much for everything and the help.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Thank you for your very kind feedback about our home and our staff. It is truly appreciated.


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Review from S N (Son of Resident) published on 15 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff are very caring, they’ve ensured that my mother is involved and happy in her new home. They are quick to contact me and keep me informed. It feels like a true partnership with my mother at the centre. I would highly recommend Westgate House Care Centre.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Wonderful to hear your lovely feedback! We love your comment, "It feels like a true partnership with my mother at the centre", as family values are very important to us. It's a pleasure looking after your mother, and we will pass your review across to the team. Thank you!


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Review from Kevin S (Son of Resident) published on 14 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was admitted for end of life care. All of the staff were kind, caring and considerate. Nothing was too much trouble and they made us all feel extremely comfortable, especially my mum. I would highly recommend Westgate to anyone.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

Condolences for your loss, and thank you for your kind feedback. It was a pleasure looking after Mum, and we hold you and your family in our thoughts.


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Review from Nadine C (Respite Resident) published on 14 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I really enjoyed my stay. The staff were so kind and helpful. The food was well presented and very good, we were always treated with dignity and kindness. I would recommend this home to everyone. The rooms were lovely and thank you for my big TV. Love to you all, I enjoyed our chats. The cleaners did
a great job.

Reply from Melissa Lawrence, Marketing Executive at Westgate House Care Centre

We're thrilled to have had the pleasure of caring for you. Thank you for your very kind comments about our home and staff. We hope you stay in touch!


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Review from Peter T (Resident) published on 8 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff and everyone connected with the home were great.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Dear Peter, thank you very much for taking the time to leave us this lovely review for Westgate House Care Centre. The team will be delighted with your feedback. Best wishes, Cara


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Review from S E (Respite Resident) published on 26 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The physio team was very good, extremely understanding, they were very helpful and provided me with good advice. Health care assistants and nurses really good at their jobs, patient and understanding. Cleanliness of the room and care centre of a very high standard. Food service was always on time, the
standard of food was reasonable, room for improvement. Overall, my care whilst staying here was exceptional and I thank the staff for looking after me at this difficult time.

Reply from Melissa Lawrence, Admin at Westgate House Care Centre

Wonderful, thank you for your review. We're pleased to hear that your experience with our physio team was "extremely understanding... and very helpful." We are always looking for ways to enhance our service, so any improvements you believe we can make to our physio department, please address them with our Home Manager.


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Review from Susan G (Daughter of Resident) published on 30 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad left the hospital and was transferred to Westgate House for several weeks. We had a lot of information and communication from the team, which meant we could find out how Dad was in himself, mentally and physically and we felt that the team were very caring towards him. I think he caused them a few
problems as he was very frustrated at his disability (recovering from hip op) but they ensured that he had everything he needed (including a TV) as he had to isolate for 14 days due to the pandemic and his transfer from hospital. The whole team gave us a lot of support including social care workers and physiotherapists. Dad had been living independently in his house six weeks previously, Dad was discharged yesterday and we are very grateful to all the staff for their patience and care of our father.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Thank you for taking the time to leave us this lovely 5* review. We really value your feedback and we are so happy to hear you were pleased with the care that you and your father received at Westgate House Care Centre. The team will be thrilled to read this, too. We are always here to support you and your father. Wishing you both a Merry Christmas and a happy and healthy New Year. Best wishes.


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Review from M L (Daughter of Resident) published on 21 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother received wonderful care during her rehabilitation period. She, myself and the family could not have asked or wished for anywhere better - the care and treatment she received was first-class. Thank you again to you all at Westgate House.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Thank you very much for taking the time to leave us this very kind review. The team at Westgate House Care Centre will be thrilled to read your feedback as it is our mission to deliver first-class, person-centred care to each and every one of our residents and their loved ones. Best wishes, Cara


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Review from K L (Daughter of Resident) published on 14 December 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Westgate provides excellent nursing care. Mum was 99 years old and, whilst still a lively soul, had terminal cancer and heart failure.


Being a resident meant her pain was well-managed and she was not distressed as the cancer progressed.


Nursing and care staff were very responsive, and she enjoyed

talking and singing to them. Despite covid restrictions, manicures and hairdressing services were made available as soon as they could be.


Timely access to a local GP practice was impressive. As a purpose built facility it is very clean with attractive social areas. A hard landscaped courtyard meant it was also possible to have a change of scene.


It is well managed and senior managers are well informed regarding resident's health and capacity and were able to provide helpful advice.


They handled Mum's last days and eventual death with kindness, sensitivity and professionalism. I would highly recommend Westgate to others.


Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Dear Kate, thank you very much for taking the time to leave a positive review for Westgate House Care Centre. We are sincerely sorry for your loss and we send love and strength to you and your family during this difficult time. We are here to support you with anything you may need. Best wishes, Cara


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Review from Sheila F (Resident) published on 13 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

During my stay at Westgate House Care Centre, I was treated with respect and found the management and staff giving help and advice whenever required. I would highly recommend this home to anyone requiring help in this way.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Dear Sheila, thank you for your very kind review. The team at Westgate House Care Centre will be thrilled to read your feedback, and we are pleased to hear that you received all the help and advice you needed. Best wishes.


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Review from Keith G (Respite Resident) published on 2 December 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

From the time I was dropped off here in a wheelchair after a month in hospital who saved me, sepsis plus misunderstandings, the driver was so good-humoured and joking. On arrival here, I was met with a vision by reception who picked up on our musical conversation but from the word go everyone was so
friendly, helpful and caring. My stay here has been wonderful, extended only by my idiot landlord delaying bringing me my laptop, without which he doesn't get owed rent. He's more than a wally but the staff here are terrific even when short-staffed, it happens, if anything they overdo it. The completely disabled in here are well cared for, relatives do call at times. Who was with the old dear across the way while we had dinner in a large room? Her daughter, who looked nice, closed the door wanting privacy and too right. So I've got nothing but praise, they are cleaning all the time, discarding wrappers.

Reply from Melissa Lawrence, Admin at Westgate House Care Centre

Thank you for your feedback. We're delighted to hear your experience with us was 'wonderful' and that the staff were 'friendly, helpful and caring'. We hope you keep in touch.


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Review from Patricia B (Resident) published on 24 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff are always helpful and ready to help. They made me feel better.

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Review from Pat T (Sister of Resident) published on 16 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The home smells lovely, very clean. The staff are very nice and helpful.

Reply from Cara Zaleski, Marketing Manager at Westgate House Care Centre

Thank you for your lovely review, Pat. The team at Westgate House Care Centre will be thrilled to hear your feedback. Best wishes, Cara.


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Current Review Score: 9.7 (9.719)

Overview of Review Score

The Review Score of 9.7 (9.719) out of 10 for Westgate House Care Centre is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 75 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 73 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.719 for Westgate House Care Centre is calculated as follows: ( (679 Excellents x 5) + (153 Goods x 4) + (41 Satisfactorys x 3) + (1 Poors x 2) + (2 Very Poors x 1) ) ÷ 876 Ratings = 4.719

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Westgate House Care Centre is based on 73 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 109 registered maximum number of service users is 21.8, which has been reached with 73 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 21 Jan 2020

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Outstanding

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (6)

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Meet the Team (1)

Nancy

Nancy Currie

Job Title: Home Manager

Joined: 2014

Nancy has been the manager of Westgate House since 2014. Having worked in the Health and Social Care field for 30 years in a variety of roles and environments, Nancy has had the platform to develop Westgate House in to a home that has a CQC ‘Good’ rating along with a fantastic staff team who support each other in making Westgate House an enjoyable place to live and work.