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St Mark's Care Home Outstanding Also known as St Mark's

Inspection Summary

Overall summary & rating


Updated 7 March 2019

About the service:

• The service is based within the campus of the St Mark’s Hospital community precinct, in a residential part of Maidenhead.

• The service is part of the Bupa group, which operates multiple care locations throughout England. Bupa is a ‘corporate’ provider and the registered services are part of our market oversight scheme.

• The service provided accommodation and personal or nursing care to older adults, in particular those with dementia in four units. People lived in their own bedrooms. Rooms had ensuite bathroom facilities. There were also communal bathroom facilities, lounges and dining rooms.

• The service can accommodate up to 80 people. At the time of our inspection, 74 people used the service and there were 98 staff.

People’s experience of using this service:

• St Mark’s Care Home provided exceptional care to people.

• People, relatives, staff and community professionals consistently described the service as “excellent”, “loving”, “special”, “very well-led” and a unique place to live. One relative said the service was a “gem”.

• People were always protected against avoidable harm, abuse, neglect and discrimination. The care they received was safe.

• People’s risks were assessed and strategies put in place to mitigate the risks.

• People experienced positive outcomes regarding their health and wellbeing.

• Staff received good supervision and training, which provided them with the knowledge and skills to perform the roles they were employed to do.

• People and relatives provided consistently positive feedback about the care, staff and management. They provided examples of the outstanding care at the service and how people’s lives were enhanced.

• Care was very person-centred and focused on ensuring people with dementia lived rewarding lives. The care was designed to ensure people’s maximum independence was encouraged and maintained, especially when there was an ongoing decline during their stay at the service.

• Care planning was centred around and designed by people. End of life care planning, documentation and nursing care were outstanding.

• The management team had embraced continuous learning, positive change, new ways of working and excellence in care techniques and practices.

• There was an excellent workplace culture and staff we spoke with provided glowing feedback about the management team. Staff appeared to be very content were completely committed to ensuring the best care for people and support to their relatives.

• The service met the characteristics for a rating of “outstanding” in three of the five questions we inspected. Therefore, our overall rating for the service after this inspection was “outstanding”.

• More information is in our full report at

Rating at last inspection:

• The service was rated “good”.

• Our previous inspection report was published on 31 August 2016.

Why we inspected:

• This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

• We inspect services already rated “good” within 30 months of our previously published inspection report.

Follow up:

• We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.

Inspection areas



Updated 7 March 2019

The service was safe.

Details are in our findings below.



Updated 7 March 2019

The service was effective.

Details are in our findings below.



Updated 7 March 2019

The service was exceptionally caring.

Details are in our findings below.



Updated 7 March 2019

The service was exceptionally responsive.

Details are in our findings below.



Updated 7 March 2019

The service was exceptionally well-led.

Details are in our findings below.