Hallmark Willingdon Park Manor Luxury Care Home

On this page

• 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.

This is the first assessment for this newly registered service. This key question has been rated 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed some warm and kind interactions between people and staff.

Staff told us, "I am very happy working here, love interacting with everyone, good to be happy and cheerful towards staff and residents.”

One person told us, “Very kind and respectful staff, all very good, I can choose when to shower and how to spend my day, a service is shown on a Sunday.” Another person told us, “Staff are 100% kind and caring, always treat me with dignity and respect.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew individuals by name and showed that they were aware of any communication or mobility needs people might have and supported them accordingly.

One person told us, “All very kind, caring and respectful, I can shower or have a bath, laundry service is good, they use special soap as I have a skin problem.”

One relative told us, “I have noticed activities that are meaningful for my friend like art and gardening, all well trained, their dementia care is amazing, they help support her independence to be able to stay on the ground floor.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were observed being supported to the dining area and food and drink options were offered. People were supported to sit wherever they chose in the dining area. The atmosphere was warm and welcoming with positive social interactions. People could invite friends and family to meals and activities at the home.

One person told us, “I can choose how I spend my day, I am independent, walking is my only problem.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

On the day it was observed that call bells were being answered promptly. The registered manager told us, that they analyse call bell waiting times. Staff were observed supporting people to get up from chairs and to use their walking aids.

One person told us, "Good response if I ring my bell at night.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us how they had a staff reward scheme called ‘Moment maker of the month’ where relatives, people and staff could give feedback about a special moment with a staff member which had made a difference to people. The staff member would get a certificate and voucher. They also had a team member of the month, and they would get a gift card. The registered manager told us how she held a weekly open chat where staff could come and chat with her.

Staff told us, "There is the mental health team for us. The management say if you need to talk to anyone, we are here." Staff also told us, “I love my job and am very happy, residents are lovely and I like the continuity.”