Hallmark Angmering Grange Luxury Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Since the last inspection improvements had been made in the feedback from people and staff in relation to continuity of care.

People told us that staff knew them well and they had been involved in developing their care plans in line with their needs and preferences. A relative told us, “I speak regularly with the staff about the care, I’m fairly confident that all goes in the care plan.” Care plans contained person-centred information that enabled staff to know what care and support people needed. The provider carried out work around staff deployment to maximise continuity of care to people.

 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Since the last inspection improvements had been made in the feedback from people being able to access facilities and activities.
 

People told us they were able to access activities and all areas of the service should they wish to. One person told us, “I get involved with quite a lot actually, there is always something going on that I enjoy. It’s a lovely environment and I’m lucky I get plenty of visitors.” Staff understood people’s needs, for health, wellbeing and their cultural needs, for example, people were supported with their faith, their choices of relationships and services they accessed, such as local charities and support groups. One member of staff told us, “The entertainments are now led by the staff, and this helps with engagement and staff getting to know the residents. We have big events every weekend which the families can come to. There was not enough staff before, but [manager] is now making sure the staffing levels stay where they need to be.”
The provider routinely reviewed staff rotas and deployment to ensure they could meet people’s needs, and obtained feedback from people to determine the things they wished to do and what they enjoyed.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Since the last inspection improvements had been made in the comments from people in relation to staff acting on their feedback.

People said they would speak up if they had any concerns and were confident they would be listened to. A relative told us, “There’s information everywhere, we can always complain or feed something back to the staff. In my experience they have always listened.” Feedback from staff and leaders confirmed they actively listened and involved people. They described how they communicated with people in a way they understood, and which was meaningful to them. Staff knew about the complaints procedure and told us they would take complaints seriously.
 

Processes, such as resident and relatives’ meetings and surveys, were in place to ensure their voices were heard. People had given feedback around ideas for food choices and activities. There were also opportunities for people to make a complaint or feedback to staff at any time. Any concerns raised were treated professionally and as an opportunity to learn.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Since the last inspection improvements had been made in respect to previous feedback from staff that some people were at risk of social isolation, due to there not being enough staff to support them.

People told us that, sometimes with support, they were in control of their care. They said they had access to activities they enjoyed and had their individuality promoted. One person told us, “I enjoy living here. I have poor sight, but I like to go to the events like the crossword club which I went to this morning. They know I’m hard of sight, so I go to the events that I can listen to and be in a big group.”

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.