About the home
Banbury Heights is an 85-bed care home in Banbury, Oxfordshire, providing residential, nursing, dementia and palliative care. As one of the four homes in the Taylor & Taylor Care Home Group, it sets high expectations for both clinical standards and internal culture. With a large team and growing regulatory pressure, the management team wanted a structured way to hear from staff and to show how the home acts on what it hears.
The challenge
The leadership at Banbury Heights had a stable team and clear systems, but faced pressures that went beyond day-to-day operations:
- No consistent way to capture staff feedback or measure morale
- Agreed actions were tracked by hand and were hard to follow up
- Evidence of listening to staff, and of acting on it, was gathered by hand before an inspection
- A gap between knowing something was wrong and knowing why
“We were managing things well, but we weren't learning fast enough. We wanted insight — not just data — and a way to build a stronger culture from the inside out.”
What changed
With Care Centre, Banbury Heights added a regular, structured way to listen to its team and to act on the results. The leadership team moved from reacting to issues to planning ahead of them.
CareSurvey — surveys and pulse
Staff surveys and a short pulse question are anonymous to the home. AI scores the sentiment of every answer and writes the report, including where leadership and frontline staff differ; the pulse report adds role analysis, trend and red flags.
Action plans
Closing a survey opens an action plan, written by the home in the You said · We said · We did format CQC asks to see, with an owner and a target date for each outcome, weekly reminders when one is overdue, and a PDF.
CareKudos — recognition and one feed
Staff thank colleagues from their phone and tag the values shown. One feed carries news, polls and priority posts that everyone must acknowledge, with a report of who has.
Policies in CareHR
Policies are issued with versioned acknowledgement, and a report shows who has read the latest version.
Reports for the leadership team
The survey report prints to PDF and responses export to CSV. CareKudos adds engagement, values and scorecard reports for the home, for the leadership team and directors.
“Carecentre helped us strengthen our care culture, listen better to our team, and stay ahead of inspections. It's become part of how we lead, not just how we manage.”
In their own words
“The survey dashboard showed us things we never picked up in supervisions — and helped us fix them before they became bigger issues.”
“It's motivating to get noticed for the little things. I've had shoutouts from colleagues that made my whole week.”
What's next
Banbury Heights plans to extend its use of Care Centre to training compliance, with each certificate tracked against its expiry date and a reminder to managers before it lapses.
The approach supports the home's focus on both clinical standards and the wellbeing of its team.
Products used
