Case study
Peace of mind for families at West Gate Nursing Home
When families cannot always be there in person, regular updates matter. West Gate Nursing Home uses PCS Family to share care notes, photos, messages and video calls with relatives.
West Gate Nursing Home is a 50-bed nursing home providing specialist dementia and end-of-life care.
The home has used PCS’s digital care system for several years, including PCS Family (formerly ResHub), which gives relatives a secure way to stay closer to their loved one’s care. Families can view care notes and care plans, receive photos and messages, and use private video calls to stay connected when they cannot be there in person.
For West Gate, this helped families feel more informed, more reassured and more involved in day-to-day care.
Helping families feel closer to care
When someone you love is living in a care home, the small updates matter. Families want to know whether their relative has eaten well, joined in with activities, slept comfortably or seemed more settled that day. Phone calls help, but they only give part of the picture, and care teams are already busy supporting residents.
PCS Family gave relatives at West Gate Nursing Home a simple way to keep up to date with daily care. They could see care notes, care plans, photos and messages securely, helping them feel more connected to what was happening in the home.
What families said
“I find PCS Family very useful, as it keeps me up-to-date with my father’s fluid and food intake. It also lets me know whether he’s interacting with the staff, and joining in with the activities. I can gain a good understanding of how well he’s doing. It has made a massive difference to me during these difficult times. I am so grateful for having the opportunity to follow my dad’s progress. I use PCS Family roughly every hour.” - Malcolm
“I love PCS Family. It allows me to gain insight into my mum’s day; her eating, sleeping and behavioural patterns. It means everything especially at this time of being unable to see my mum. I think I would feel even more dreadful if it didn’t exist…” - Clare
“I find PCS Family very useful to keep updated on how Eric has been on a daily basis. If I find there are problems with him, I’m able to talk it through with him over the phone, as well as the staff.” - Helen
“I use PCS Family either every day, or every other day. It’s very useful for keeping in touch, and sending and receiving messages...” - Veronica
“…The second lockdown has made me realise, again, how lucky we have been to have PCS Family to refer to every day. I don’t think it needs improving at all, you give us all the information we need. Considering all the other important work the staff has to do, it’s amazing they find the time to record it all in such detail.” - Larry
We have been using Person Centred Software’s digital care system across our homes for the last three years, and have been huge advocates of the software and PCS Family.
A clearer window into daily care
For West Gate Nursing Home, PCS Family helped families feel closer to the care being delivered. Relatives could check updates in their own time, see the detail staff were recording and use that information to have better conversations with their loved one and the care team.
The result is simple but powerful: more reassurance for families, less uncertainty and a clearer connection between the home and the people who matter most to each resident.