Our general manager, and published author, Sue Ann shared her experience to mark NAPA National Writing Day.

At Priscilla Wakefield House Nursing Home, our journey has always been guided by compassion, dignity, and the unwavering commitment to delivering outstanding care. One moment that stands out proudly in our service is achieving recognition for our person-centered dementia care practices, which aligned closely with CQC’s quality statements around responsiveness and caring.

Overcoming Challenge with Innovation

During the COVID-19 pandemic, one of our greatest challenges was maintaining meaningful connection between residents and their families. With many of our residents living with dementia, remote communication via video calls was initially confusing and distressing. We overcame this by introducing a “visiting pod” — a comforting, familiar space that incorporated personal memorabilia, photo walls, and a consistent staff presence. Here, residents could take part in assisted virtual visits in a more emotionally supportive environment. This small innovation had a big impact, helping families stay connected while preserving emotional wellbeing.

Moving Toward Outstanding

Another approach that has shaped our path toward “outstanding” is our investment in staff development. We implemented a mentoring programme for new care staff, led by experienced team members who share real-world insights and build confidence. The result? Improved staff morale, lower turnover, and most importantly, a consistently high standard of care that residents feel and families notice.

The Heart of What We Do

Working in care is not just a profession—it’s a calling. The emotional and human side of this work reveals itself daily in the simplest moments: holding a resident’s hand during a tough day, celebrating a 100th birthday, or hearing a quiet “thank you” from a family member. For us, these moments are not exceptions—they are the essence of our work. They remind us why we do what we do and reaffirm the importance of compassion in every action.

As we celebrate National Writing Day, we honour not just our achievements but the humanity at the core of care. At Priscilla Wakefield House, we remain committed to providing a home where every person feels valued, respected, and safe—because everyone deserves to live with dignity and love.