Hospitality Assured client St Monica Trust are celebrating as their care home, John Wills House has been rated as ‘Outstanding’ by Care Quality Commission inspectors.

John Wills House care home, which is run by the Bristol-based charity, has been rated by the CQC as ‘Outstanding’ following an unannounced inspection last year.

Out of the five key lines of enquiry (KLOEs), Well Led, Caring and Responsive were all rated ‘Outstanding’, with Safe and Effective rated as ‘good’.

The inspection highlighted how “John Wills House was like one big ‘family’ where everybody was respected and treated equally,” and that they were “passionate about providing a service which was caring, compassionate and reflected the values of the organisation.”

John Wills House Care Home Manager, Wendy Leaman, said: “The feeling of being a ‘family’ is at the heart of everything we do at John Wills House. No individual is more important than anyone else and we all work together as team – supporting each other and sharing our experiences, just as real families do.

“This outstanding rating is a reflection of our ‘family’ approach to care and everyone, from the housekeeping, catering, portering and administration teams, to the nursing and care teams and all our volunteers, has contributed massively to this achievement.”

Located in Westbury-on-Trym, John Wills House is a care home with nursing, which offers respite and rehabilitation services, specialist care for those who are living with dementia and also for those with general nursing needs.

In total John Wills House provides care for 80 people living at the service. The Orchards is home to 15 residents living with dementia, the Beeches has 40 beds which provide short term care and the Willows has 25 beds for those with general nursing needs.

In awarding their ‘Outstanding’ rating, the Care Quality Commission observed “consistently kind and compassionate care from staff who were observant and focussed on people’s well-being.”

They also noted that “there was a strong culture of joint ownership within the whole staff team and senior management to achieve exceptional outcomes for people through effective team work, feedback, governance and improvement.”

St Monica Trust’s Chief Executive, David Williams, said: “My congratulations go to John Wills House’s Care Home Manager, Wendy Leaman and her entire team on becoming the first St Monica Trust care home to achieve an ‘Outstanding’ rating. What is particularly pleasing, is the improvement shown on their previous CQC inspection where the service was rated overall as ‘Good’ and Wendy’s leadership as ‘Outstanding’.

“The desire to continuously improve is a reflection of the dedication and commitment displayed by the John Wills House team on a daily basis. This is an achievement that the entire organisation can take great pride in and I can’t think of a better way to start what will be the Trust’s 100th anniversary year.”

The St Monica Trust, which celebrates its 100th anniversary this year, operates four care homes across Bristol and North Somerset offering specialist nursing, dementia, short-term respite and end of life care, plus rehabilitation and reablement services.


Hospitality Assured is the quality standard created by the Institute of Hospitality specifically for customer facing businesses. They enable businesses to reach and exceed their full potential by following world class processes, customer service standards and employee engagement.