Hallmark Arlington 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. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

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 were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Staff and leaders demonstrated a strong commitment to ensuring people experienced equitable outcomes, regardless of their physical abilities or support needs. They took a proactive approach to understanding people's goals, interests and lifelong aspirations. They worked creatively with external organisations and community partners to enable people to continue activities that were important to them. For example, staff engaged with a specialist charity that supported people with disabilities to stand with assistance and play golf, enabling 1 person to continue a lifelong interest. People were also supported to attend community venues where activities took place, ensuring they could fully participate in experiences that mattered to them.

Staff recognised the importance of maintaining people's identity, interests and longstanding traditions. They provided tailored support which enabled people to continue valued family customs and personal milestones, promoting a sense of fulfilment and connection with those closest to them. For example, 1 person was supported to continue an annual baking tradition, enabling them to prepare and share homemade seasonal goods with their family, as they had done for many years.

During our first visit, we observed a singer performing for people in a communal area. Staff had previously recognised 1 person who would usually attend was no longer able to access group activities due to changes in their health. To ensure they had the same opportunity to enjoy the experience, the singer visited them in their room and performed some of their favourite songs. We later saw these preferences had been recorded in the person's care plan. This demonstrated how staff adapted support to meet people's changing needs, ensuring they could continue to enjoy experiences that were important to them and achieve outcomes that reflected their individual preferences, interests and aspirations, without unnecessary barriers to participation.

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.