Hallmark Willingdon Park Manor Luxury Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Pre assessments were carried out before people moved into the home, and people and their relatives were involved in developing person-centred care plans. One person told us, “Care plan is in place and I was involved, updated regularly.” A relative said, “I feel welcome when I visit, staff know my name and tell me where [person] is.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Records showed the use of nationally recognised tools for example the Malnutrition Universal Screening Tool (MUST) for monitoring people’s weight.
People had pressure relieving equipment in place when they needed it.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff worked in collaboration with community professionals. Referrals were made to community healthcare professionals when needed. Community professionals told us, "It is a true pleasure to be part of the team, and the interaction we have with the team and management has allowed us to give the best experience with what we offer. They show us respect and confidence to know how to best serve the home." A relative told us, “The atmosphere is like a family, staff keep me fully informed always. I would recommend it here comprehensively, very happy with their care, never regretted the decision, [person] is safe here, well cared for and happy, a family feel to the place.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. We saw a wide range of food available, and people told us they enjoyed the food, their dietary requirements were met, and they were involved in meal planning. The registered manager told us, "The chef will meet with people to discuss menus and food options." People had the opportunity to attend exercise classes in the home. On the day we visited we saw people enjoying a yoga class.

One person told us, "Food is very good, menu choices, I am on a low-fat diet so having cottage cheese salad for supper, seen by the chef regularly, weigh me monthly as part of ‘Resident of the Day’."

A relative told us, “Activities are available like exercises to benefit physical and mental wellbeing."

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. The registered manager told us how they have ‘Resident of the Day’ scheme, where their care plan is reviewed and all of their health and care support is reviewed to ensure their needs were being met. There were weekly visits from the local GP surgery.

Community professionals told us, "It is crucial that the team works together for the well-being of the residents, and what I see is total reassurance that everyone is on board with what is required from each other. We collaborate between residents, family members, team and management to face challenges together. The benefit in the knowledge allows us to be able to cater for each individual need of the residents."

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The MCA requires that, as far as possible, people make their own decisions and are helped to do so when needed. When they lack mental capacity to take particular decisions, any made on their behalf must be in their best interests and as least restrictive as possible. Consent was recorded in people’s care plans and staff were knowledgeable about the MCA and were observed throughout the day asking people for consent.