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St Pauls Care Home rated ‘Outstanding’ by Care Quality Commission (CQC)

St Pauls Care Centre, an 88-bed care home offering residential, nursing, dementia and palliative care in Hemel Hempstead, has been rated an overall ‘Outstanding’ by its regulator, the Care Quality Commission (CQC). This result sees the care home for elderly residents join the elite 4% of care homes in England who have managed to achieve this rare top rating (source: CQC State of Care report, 2018/2019).

Earlier this year, unannounced and before the Covid-19 lockdown, CQC inspected the care home over a three-day period. Following their visit, the inspector noted in their report that everyone they spoke with praised the management team at St Pauls for being kind and working well together so that the residents’ care and the support that they received met their individual needs and preferences. 

In the report, residents, relatives and health professionals were extremely positive about how responsive staff were to people's changing needs and even said that they involved health professionals at the right time so that people's health and well-being could be maximised. One health care professional said, "I go to a lot of homes, here staff are really kind, and they really know their residents. I saw lovely interactions and I can say the care is very personalised."

While the home has a full team of passionate and caring staff, they are also blessed to have a number of volunteers who come and offer their time, again and again. A volunteer helping out at the care home said to the inspector: "As soon as I began volunteering at St Pauls it was clear to me just how welcoming and friendly the staff here are. St Pauls in general is an amazing care home, and I have loved every minute of my time here!"

Beth Marchant-Roe, Head of Activities said “St Pauls is a fantastic place to work, I love my job and the whole team here is so supportive and hardworking!”

The CQC inspector reported that the residents who live at St Pauls felt empowered and liked to have a purpose. This is partly thanks to Westgate Healthcare’s Lifestyle Pioneers programme, whereby residents are encouraged to become ‘Lifestyle Pioneers’ taking up different roles in the running of the home. One resident who is proud to work as part of the activity team and wears a uniform said to the inspector, "I really feel like part of the team, being able to change into my uniform for my job is great, feels just like before I retired! I still can't believe I came to a nursing home and got a job!"

Following the visit by the CQC, ten relatives took the time to contact inspectors to tell them about the excellent and personalised care provided by the team at St Pauls.

A relative told the CQC inspector, "They have changed my family member’s life for the better. Within a week of their arrival we were overjoyed that he was walking with a frame and able to join in activities (was bedbound and needed hoisting before). It was even better when they began walking unaided and has continued to do so. I feel he is lot happier now and being a very sociable person, settled well. He loves everyone at St Pauls and has a lot of fun."

One resident said: "I know all of them. They are like my family!” whilst another said "I find staff being extremely knowledgeable, they must be well-trained."

Home Manager, Juliana Mensah, has been with the company since 2009 and said: ‘"Receiving the news of our Outstanding rating was such great news. My team work so hard, and being recognised by CQC has provided a great boost in staff morale at such a challenging time. I’m so proud of everyone at St Pauls and can’t wait for us to celebrate with everyone when it is safe to do so!"

Sita Patel, Director at Westgate Healthcare said: “St Pauls has always been a special home…most of the home management team have been there since it opened in 2009 and every time I visit the home I am warmly welcomed by smiling faces from our staff team and residents alike. You can feel the positivity and happiness in the air, and I know that the team there really live our family values.

As we strive to continue to raise the already high standards of care provided in our care homes, I am thrilled that St Pauls has been recognised and rated a much-deserved Outstanding rating by CQC. It’s a superb report and a remarkable achievement for the whole team at St Pauls.”

Managed by the Westgate Healthcare Group, the care home on Long Mimms in Hemel Hempstead, Hertfordshire, was rated ‘Outstanding’ in the two inspection categories relating to leadership and responsiveness, and was rated ‘Good’ in regards to safety, caring and effectiveness.

To read the full CQC report, please click here

To find out more about moving your loved one safely into our wonderful home, please call 01442 229 170 or email

As featured in Hemel Today

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