Hallmark Arlington Manor Luxury Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had 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 contributed to safe, effective practice and research.

The provider, registered manager and staff demonstrated a strong commitment to learning, improvement and innovation. The service achieved accreditation in the ‘Playlist for Life’ programme and used case studies to evidence the positive impact of personalised music on people's wellbeing. Outcomes included increased engagement, reduced isolation, improved emotional wellbeing and enhanced participation in daily activities, including eating and drinking. The programme enabled staff to better understand people's histories, preferences and meaningful memories, supporting more personalised care and improved quality of life.

The service was also working towards accreditation in End-of-Life Centre of Excellence, through a programme supported by hospice professionals. This focused on strengthening advance care planning, developing staff knowledge and skills, and ensuring people and their relatives were holistically supported to make informed decisions about future care. The programme aimed to improve people's experiences at the end of life by ensuring care reflected their wishes, preferences and choices, while providing reassurance and support to those important to them.

The registered manager also told us they were also currently contributing to organisational research opportunities surrounding dementia care and outcomes for people.