Hallmark Willingdon Park Manor 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.

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

People had regular reviews of their health and care needs to ensure the care and support people received was effective.

The management team understood the daily challenges that people with dementia might face and ensured that staff had in-depth knowledge and understanding of each potential factor that could affect someone from achieving positive outcomes each day and how to maximise their strengths. For example, environmental factors and how certain people might become over stimulated and how best to deliver their care. People had in-depth care plans which had a biography section in which detailed who people were before they came to the home and the important people in their lives.
We received positive feedback from professionals and family members in relation to person centred care.

Community professionals told us, “Throughout our partnership with Willingdon Manor, the professionalism, compassion, and resident-focused approach demonstrated by the team has been exceptional. Staff members treat residents with kindness, patience, dignity, and respect, and it is clear that resident wellbeing remains at the heart of the care they provide."

A relative told us, “Well staffed activities, games, Yoga, concerts on TV, very much person-centred care.” Another relative said, “I looked at 8 homes but felt a connection here, this home stood out and I have not been disappointed.”

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. The home strived to ensure that people had good continuity of care, and that people had the best possible outcomes. People were able to access a range of community professionals, such as a hygienist, hairdressers or chiropodist.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Posters and notice boards were displayed around the home. There was a newsletter for the home to keep people informed and of any planned events, such as an update on the progress of the garden. Staff and leaders confirmed people’s needs to have information in an accessible format was assessed and recorded. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard (AIS).The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Staff confirmed they supported people to access and understand information relevant to them.

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. There was a suggestion box where people, relatives and staff could have their say. Relatives were able to access an electronic system and get updates on how their loved one was doing. There where regular food forums where people were able to give feedback, share ideas and express their preferences. There was a resident of the day scheme, where feedback was gathered from people, including around meals and preferences.

Staff told us, "On ‘Resident of the Day’, we get their feedback and ideas."

One person told us, “My son and advocate are kept fully informed, good communication, I speak to everyone.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. People were able to access the onsite occupational therapist. This enabled people to meet goals and targets and, in some cases, regain their independence following an illness or a fall. For example, one person returned from hospital and was unable to get out of bed, with the collaboration of the onsite therapist and the staff, this person was able to transfer from bed and be able to access the home and once again enjoy the facilities and activities. Another example was of a person who felt anxious about leaving their room and this affected them being able to attend activities and using the onsite facilities. Staff worked with the person to build confidence and enabled them to be able to attend another person’s special birthday party. Staff told us how they worked closely with people to meet their personal goals and targets, by spending time with them, talking with them. Achievable targets were set, and people expressed how they would not have been able to meet these targets without the patience and support from the staff. People told us how this had a positive impact on their well-being and boosted their confidence.

Staff felt proud of the care they gave and how they supported people to achieve positive outcomes and access to the care they needed. One member of staff told us, "I like the fact that I can make a difference to people and support their independence, give something back to people. Giving people the confidence to be able to come out their room, have social interaction an attend a birthday party."

This approach to positive, accessible care was echoed by professionals, with one community professional stating, "As part of this collaborative approach, every resident at Willingdon Manor receives two dental hygiene treatments each year as part of their care package. This demonstrates a significant commitment to preventative care, dignity, comfort, and overall wellbeing. Oral health can often be overlooked within care settings, despite the important role it plays in a resident’s quality of life, nutrition, confidence, and general health."

A further professional added, "It is also evident that Hallmark actively supports innovation and collaboration to improve outcomes for residents. Their support for enhanced oral healthcare initiatives reflects a forward-thinking approach and a genuine commitment to raising standards within residential care."

Positive outcomes and accessible achievements were further promoted, as people were able to request shopping to be delivered from the local supermarket, newspapers to be delivered and request a driver to support them to access the local community. Some people had access to a kitchenette where they were able to independently prepare their own meals and maintain daily living skills which were important to them. One person described the home as being the best place they had lived and they feel very settled. That there was a homely feel and that they were still able to do daily living tasks which kept them engaged and active, and promoted their mental well-being.

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. The home ran an audio book club, which enabled everyone living at the home to be able to enjoy books even if they were no longer able to read due to visual difficulties. Feedback we received from people and relatives indicated that people appreciated having the opportunity to continue enjoying books though different audio formats.

Theproviderhad a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributedto safe, effective practice and research.

There was a strong focus on continuous learning and new ideas were regularly being developed with people, staff and other professionals. For example, oral health champions helped to embed the enhanced oral healthcare pathway for people living with dementia, and the Taste of Life initiative in how this care was delivered to people.

The provider ran listening groups to hear from staff and to help them grow, develop and progress in their roles, and enhance people’s experiences. The provider ran a management and leadership development programme to support staff development and encourage innovative practice and ideas.

The registered manager actively sought ideas and further learning, attending manager forums and conferences and an external professional visited regularly to share best practice from other services in the community.

Feedback gathered from meetings and surveys were analysed and acted upon, and the provider carried out a 'You Said, We Did' exercise, which showed how people and staff's voices were heard.