Hallmark Arlington Manor Luxury Care Home

We found the following examples of good practice.

The service was not allowing any visiting at the service unless for exceptional circumstances for example if a person was on end of life care.

Any person entering the building had their temperature taken, washed their hands, completed a health questionnaire and wore full personal protective equipment (PPE).

People were supported by staff in full PPE, whether that person was COVID-19 positive or negative. This was to protect both staff and people living in the service from spreading infection.

The building was clean and free from clutter. The deputy manager told us that the cleaning schedule was updated at the beginning of the COVID-19 pandemic and frequent cleaning was carried out throughout the day.

The deputy manager told us that they were working collaboratively with colleagues from the Local Authority and CCG (Clinical Commissioning Group), and were well supported as a result.

Whole home testing was in place for people, visitors and the staff.

Arlington Manor is a residential care home providing personal and nursing care to 46 people aged 65 and over at the time of the inspection. The service can support up to 85 people.

Arlington Manor is a brand-new care home offering accommodation over three floors. Each floor has shared facilities such as lounges, dining areas and kitchens as well as single bedrooms.

People’s experience of using this service and what we found

People who lived at Arlington Manor were provided with good, personalised care by staff who were kind, caring and compassionate. People were happy at the home and felt safe and well-cared for. One person said, “It’s a first-class place.”

Staff delivered personalised care and support to each individual to make sure each person lived the life they wanted to live. All staff understood how to support people’s privacy, dignity and independence. Staff frequently ‘went the extra mile’ to make sure people had the care they needed.

Staff were motivated, knowledgeable and skilled to provide care to each person. They had undertaken training in a wide range of subjects relevant to their role and were encouraged to develop further. Staff knew about keeping people as safe as possible and followed care plans and risk assessment guidelines to ensure no-one was put at risk. Staff supported people to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were offered a range of things to do, in groups or based on their own interests. Staff were developing numerous links with the local community so that people living in the home could feel involved. Any concerns were listened to and addressed and people’s wishes were taken into account as they approached the end of their life.

The service was very well-led by a registered manager who inspired the staff team to put the people they were supporting at the heart of everything they did. The provider’s values were put into practice by the staff and governance systems ensured the service provided was of very high quality. People, their relatives and staff were involved in improving all aspects of running the service and their voices were heard.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This service was registered with us on 8 November 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the service’s date of registration.

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.