Westbourne Care Home

9 Bedford Road, Hitchin SG5 2TP
Submit a Review
7.7 25 Reviews
  • Westbourne Care Home, Hitchin
The owners of Westbourne Residential Care Home purchased it in 2002. They have since invested their time and energy to bring the home to a very high standard. They take a keen interest in the well being of the home and visit regularly, making themselves known to the residents and forming good relationships. Westbourne has developed an excellent reputation in the area for high standards of care.

The Registered General Manager and Infection Prevention and Control Champion has 15 years of extensive experience in care management and care welfare. She has always been passionate about the need for an improved and sustainable approach towards the provision of care and environmental support for the differential diagnoses of elderly infirmity and more specially, that of dementia.

Show Westbourne Care Home on the Map

Care Provided by Westbourne Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 27 Service Users
  • Privately Owned
  • Care Offered
  • Autism/ASD
  • Bariatric Care/Obesity
  • Cancer Care
  • Challenging Behaviour/Psychosis
  • Drug Dependence (past or present)
  • Epilepsy
  • Hearing Impairment
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Independent Living Training
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Owner
  • Bainscare Ltd
  • Person in charge
  • Samantha Clare (Manager)
  • Admission Criteria
    • Ages 60+
  • Room Information
    • Single Rooms (25)
    • Couples/Companion Rooms (1)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2012

Funding & Fees Guide for Westbourne Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care £995 – £1,300
    • Self-Funded Residential Dementia Care £1,100 – £1,400
    • RESPITE Self-Funded Residential Care £995 – £1,400
    • RESPITE Self-Funded Residential Dementia Care £1,100 – £1,400
  • (these prices are only a guideline, please contact Westbourne Care Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Stairlift
  • Television point in own room
  • Wheelchair Access

Westbourne Care Home Reviews (25)

Total of 25, showing 1-20
7.7

Westbourne Care Home has a Review Score of 7.7 (7.676) out of 10, based on 4 reviews in the last 2 years. Over all time Westbourne Care Home has 25 reviews.

Overall Experience

  • 11
  • 13
  • 0
  • 1
  • 0

Date Published

25
0
0
4
21

Review from Jenise W (Son of Resident) published on 19 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The manager and the staff were very polite and helpful, try their best and look after my mum. They are very busy, especially in the mornings. They are very engaging and have a good sense of humour. Creating a warm and relaxed atmosphere. Having more staff would help especially with residents who have
more challenging needs or need 1-1 support but they still manage relatively well despite this. Managers and staff work hard. Lunch is good, supper could improve in quantity slightly for those with larger appetites. Nice you get to know the manager and staff, less agency.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for those lovely comments about our service. I will ensure this is passed on to the staff team. We value the engagement and collaborative relationship we have with our residents and their families. Your feedback is much appreciated as we are always striving to improve outcomes for our residents.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from E B (Daughter of Resident) published on 4 August 2023
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

The company have applied for planning permissions to convert the property into flats. Bainscare Ltd tried to pull the wool over our eyes by saying the planning application was submitted during COVID. Having checked the Gov website the planning application was submitted June 2023. They have been very
dishonest with the staff and residents.

Reply from Billy Bains, Director at Westbourne Care Home

The Decision to apply for planning permission was made during covid as a precautionary measure as many care homes were closing down. The process of attaining planning permission is a timely procedure which is why it has only come to light recently. There is no intention to close Westbourne and we continue to invest heavily back into the Home.
We have never been dishonest and have alleviated any fears of closure that staff and residents may have initially had.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from David M (Resident) assisted by family/friend published on 10 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Pleasant, comfortable environment. The staff are helpful and friendly and go out of their way to make visitors welcome. Lovely being taken our to church which allows me to feel part of the community, also weekdays.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for the lovely review. It's a pleasure to have you with us. I will be sure to pass this on to all staff.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Esperanza L (Daughter of Resident) published on 28 March 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since the new manager took over, my mum's care has improved. She and everyone else reacts immediately if we ask for something to be done. We have no concerns.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for your lovely comments. The team at Westbourne tries hard to improve the outcome for our service users. It's always a pleasure for us to engage positively with families or their representatives. We rely heavily on feedback, so thank you from the bottom of our hearts.
Many Thanks.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Paula H (Daughter of Resident) published on 10 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

A good traditional home. I've been happy with care received here, staff are all friendly and helpful. I think response to emails could be much faster, although phone conversations are useful and informative.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for taking the time to tell us about your experiences of Westbourne and for the kind comments in relation to our staff team. Your feedback is much appreciated and I will ensure it is shared with the team.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Nicola F (Daughter of Resident) published on 9 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Every member of staff at Westbourne truly cares about the residents. Nothing is a bother/nothing is too much trouble. The chef makes sure that he is serving food the residents like and will make different options without any problem. The managers take a keen interest in all of the residents and show
them care, compassion and love at every opportunity.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for the lovely comments regarding our services provided here at Westbourne. It's always reassuring to know that our residents' families or representatives appreciate our dedicated care and attention. We will ensure that this is passed on to our staff team.
We consider ourselves privileged to be amongst people of such lovely nature and substantial life experiences. We very much appreciate those lovely words.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Keith W (Stepson of Resident) published on 9 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My stepfather has been at Westbourne Care Home since August 2021. I have visited on a few occasions and I have been made more than welcome. The management from the time my stepfather became resident to this time have engaged with the family, especially on the day of my mother-in-law's funeral.
At
this present time, I do have a bit of an issue about the staff contact with the family as different members are being phoned regarding any issues with my stepfather. This is not a complaint but I do believe that something should be put in place to make sure that only one point of contact is informed of any issues.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for your feedback. This is greatly appreciated and I take on board the comments made, which will be passed on to the relevant team and monitored accordingly.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Diane A (Wife of Resident) published on 3 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My husband of 65 years, at the age of 90, was diagnosed with both dementia and Alzheimer's. We came to Westbourne Care Home in May when I could not cope any longer. I thank them all for their care and support to us both. Westbourne Care Home has enabled me to cope with what life has dealt us and we
thank them for being our new friends. Help is hard to find today but we've found it with them.

Reply from Samantha Clare, Manager at Westbourne Care Home

Thank you for taking the time to tell us about your experiences of Westbourne and for the kind comments in relation to our staff team. Your feedback is much appreciated and I will ensure it is shared with the team.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Sonja C (Friend of Resident) published on 5 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

It was great to come and celebrate my friend's 90th birthday and pleased to see the effort that was put into this occasion. The home is very well kept and the staff are very welcoming and friendly. Very happy to see my friend looked after.

Reply from Anna Swed, Manager at Westbourne Care Home

Thank you very much for your feedback. It was lovely to meet you all!


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from D B (Son of Resident) published on 29 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff are always very helpful and everything is kept clean and tidy. Everyone made a great effort for my mum's 90th birthday. Overall I'm very happy with the care that my mother receives and would certainly recommend the care home.

Reply from Anna Swen, Manager at Westbourne Care Home

Hi, thank you very much for your kind feedback.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Paul C (Son of Resident) published on 22 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum is very happy here, she has been here for over two years now. She is well looked after. She seems to like the food most of the time. We are usually able to visit her when we want and access during the pandemic has been mainly good.

Reply from Anna Swen, Manager at Westbourne Care Home

Hi Paul, thank you very much for your feedback it means a lot.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from I B (Daughter-in-law of Resident) published on 21 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My father-in-law was made very welcome from the very beginning. The food was made freshly each day for every meal. There was a regular sense that the staff were very stretched - huge demand, perhaps not enough staff. I was made aware that this was going to be addressed. The staff showed great care and
attention to my father-in-law, as well as us, his family. Thank you.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Sarah H (Daughter of Resident) published on 7 August 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Both the manager and staff at Westbourne were so friendly and happy to help with the care of my mother at these difficult Covid-19 times. They showed care and compassion to my mother in her last few weeks.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Irena K (Daughter of Resident) published on 23 July 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Part of Westbourne is not purpose-built and in some small areas the corridors are tight and the lift is a little small, but what it lacks in this part is more than compensated by its excellent staff and management. They are constantly smiling, caring and helpful. This applies to both residents and their
families. During covid 19, they did all they could to keep the residents in touch with their loved ones, which I much appreciated. The staff made me feel part of their team.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from P C (Nephew of Resident) published on 1 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very friendly staff. All residents treated as family.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from I B (Friend of Resident) published on 24 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I found the home was very well kept, including the garden. The staff were friendly and helpful. The residents seemed happy and well cared for and there was a good 'feel' about the home.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from A B (Friend of Resident) published on 23 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I visited my friend at the above home for approximately 18 months and during these visits I always found the staff to be helpful and very friendly. I was always offered tea and the kitchen provided very appetising well-presented home cooked food. The home is small and has a warm homely feel. I always
found the home to be clean and free from any odours. The garden has many shrubs and flowers and is well maintained. The home is close to the town and transport services so not a problem visiting. I was made to feel welcome at any time. All the residents were well cared for and my friend was extremely happy with her choice.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from S B (Niece of Resident) published on 23 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

What a warm and friendly small home Westbourne Care Home is. Nothing is ever too much trouble for the staff and the manager is always available with any questions which may need to be asked.
The home to be spotlessly clean, I visited over meal times and found the presentation of the food exceptionally
good and all home cooked. I was always offered tea or coffee on my visits I would not hesitate to recommend this home to others.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from J W (Son of Resident) published on 15 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was a resident at Westbourne for almost 8 years from February 2011. She, and we found the staff consistently caring, kind and good humoured. She spent most of each day in a lounge where she benefited from interaction with other residents, which was good for her, and she came to regard Westbourne
very much as her home.
Communication from the manager and other staff was always very good, and she felt well cared for, and we (my sister, wife and I) had full confidence in the professionalism and care of the staff. The relatively small size of the home made for a family atmosphere. We were, and are, very grateful for the care my mother received at Westbourne.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from A F (Daughter-in-law of Resident) published on 14 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother-in-law was looked after remarkably well clothes always clean, personal hygiene to her was very good. The staff are attentive and caring. Accommodation spacious and clean. Well balanced meals. Plenty of activities to choose from.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Current Review Score: 7.7 (7.676)

Overview of Review Score

The Review Score of 7.7 (7.676) out of 10 for Westbourne Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.9 out of 5 from 4 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 3.8 out of 5 from 3 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 3.870 for Westbourne Care Home is calculated as follows: ( (22 Excellents x 5) + (10 Goods x 4) + (5 Satisfactorys x 3) + (4 Poors x 2) + (5 Very Poors x 1) ) ÷ 46 Ratings = 3.87

  • 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 3.806 Points relating to the number of positive Reviews for Westbourne Care Home is based on 3 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 = 3.25

    • 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 27 registered maximum number of service users is 5.4. 3 Positive Reviews ÷ 5.4 = 0.556

  • 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.

Performance

Care Quality Commission (CQC) Rating

Date: 26 Oct 2022

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Good

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

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

Loading

Loading

Loading

Loading

Loading

Loading

Loading events

Meet the Team (0)

There are no Team Members posted yet

Frequently Asked Questions about Westbourne Care Home

What types of Care is Westbourne Care Home registered for?

Older Person Care, Dementia, Respite Care, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Westbourne Care Home provide?

Palliative Care, Convalescent Care, Physiotherapy, Independent Living Training, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Westbourne Care Home have?

There are 25 Single Rooms and 1 Couple/Companion Room.

What are the Facilities & Services at Westbourne Care Home?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Lift, Stairlift, Wheelchair Access, Gardens, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Westbourne Care Home to the centre of Hitchin?

0.5 mile(s) as the crow flies, distance by road may be significantly further.