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

This service scored 80 (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 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.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were actively supported to maintain their independence and have choice and control over their lives. Staff consistently encouraged people to do as much as possible for themselves and ensured they had access to opportunities that promoted their wellbeing and independence, including dedicated physiotherapy facilities and onsite wellbeing services. People were actively involved in meetings and decisions about the service, enabling them to share what was important to them, with action taken in response to their feedback. Staff demonstrated a strong commitment to inclusive communication, adapting their approach to meet individual needs using specialist communication aids and pictorial resources, ensuring people could express their views and influence their care and support.

People were in control of their daily routines. One person told us, “I can choose what time I get up, go to bed and what I want to wear.” Another person said, “The staff knock if they want to come into your room. [Staff] would speak to me about something private in my room.”

Where people experienced memory loss, they were supported and encouraged to participate in familiar activities, where this reflected their choice and preferences. We saw resources placed throughout the service, including feather dusters, flower-arranging materials and shoe-shining equipment. There were also items designed to encourage exploration and sensory experiences through touch and smell. We observed people stopping at these areas and engaging with the items, which prompted conversations with other people and staff.

People had a wide range of choices available to them, including taking part in group activities, using quieter spaces, joining interest groups and trying new experiences. People were supported to enjoy activities that were important to them, with staff providing appropriate guidance to help people do so safely when needed. This included accessing the local community, making choices about consuming alcoholic drinks and taking part in activities involving animal interactions. One person told us, “I can do what I enjoy here, I like to knit like crazy, and we have a knitting machine. I can go to church on a Sunday with a group, or [the church] come here. The best thing is there is so many things you can do.” Another person said, “We had a fireworks night, and it reminded me of home, because we used to have fireworks.”

Families and visitors were welcomed as part of the care home community. People were supported to maintain relationships that were important to them, including hosting family and friends for drinks, meals, parties and events. Relatives told us they could visit freely and felt welcomed by the service, while people confirmed they were able to receive visitors whenever they wished.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.