Hallmark Angmering Grange Luxury Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider listened to and understood people’s needs and responded quickly when they required support or reassurance.

Since the last inspection improvements had been made in the feedback from people about staff responding to them in a timely manner.

People told us staff were attentive, did not rush and were always available when needed. One person told us, “The call bell is answered quickly 9 times out of 10 and the staff are all lovely. They try to come as soon as possible, but they are sometimes busy.” Staff said they monitored people’s wellbeing closely and acted if there were any changes. One member of staff said, “We have time to talk with the residents now and get to know them.” Staff described good communication across the team to ensure no concerns were missed and gave examples of adapting care to respond to people’s changing needs. People received timely support and reassurance, helping them feel safe and cared for.

The provider cared about and promoted staff wellbeing, enabling them to deliver person-centred care.
Since the last inspection improvements had been made in the feedback from staff in relation to staffing levels and support.

Staff told us they felt supported and valued by managers. One member of staff said, “I feel really supported by [management]. I have had issues at home, but they have said they can support with counselling and extra hours if needed.” Managers described maintaining an open-door approach and providing daily meetings, regular supervision and opportunities for staff to discuss any challenges. The provider continually evaluated the role of staff, and offered wellbeing initiatives, including staff surveys, access to counselling and occupational health services, and social events. Staff said teamwork was strong and colleagues supported one another. Staff felt confident and motivated, which contributed to consistent, compassionate care for people.