CQC report explained · a nursing home
What the CQC found at Hallmark Banstead Manor Luxury Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risk assessments, staffing, medicines, emergency plans and infection control arrangements were found to be safe.
- Effective?
- Good
- Staff were trained and supervised, people had access to healthcare, and food and drink were adapted to individual needs.
- Caring?
- Good
- Staff were observed treating people with kindness, dignity and respect. People were involved in decisions and supported to remain independent.
- Responsive?
- Good
- Care plans were detailed and person-centred. The home offered activities, supported relationships and handled complaints appropriately.
- Well-led?
- Good
- Inspectors found clear management arrangements, regular audits and an open culture involving people, relatives and staff.
What inspectors found, July 2021
Rated Good; Hallmark Banstead Manor Luxury Care Home was found to provide safe, kind and person-centred care, with a minor reporting issue noted.
Inspectors made an unannounced, comprehensive inspection visit on 15 June 2021. They spoke with people living at the home, relatives, staff and a healthcare professional. They also observed care and checked care plans, medicines records, staff files, training information and quality records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines procedures, suitable risk assessments and good infection control. People had access to healthcare, activities and personalised care, and were treated with kindness, dignity and respect.
The home had systems to monitor care, respond to complaints and involve people and relatives. Inspectors did highlight a minor issue about reporting some accidents to the local authority, but management gave assurances that it had considered the advice. This was the first comprehensive inspection and the first time an overall rating was given.
People felt safe and cared for
People and relatives said staff were kind and caring, and inspectors observed compassionate interactions.
“People told us staff were kind and caring and they felt safe at the service.” from the report
Personalised care
Care plans covered individual needs, preferences, risks and support. People and relatives were involved in care decisions.
“Care records for people were person-centred, detailed and outlined an individual's care and support.” from the report
Good food and dietary support
People had choices about meals, snacks and drinks. Staff supported modified diets and individual dietary preferences.
“We observed people were offered regular drinks and snacks throughout the day and were assisted with meals where appropriate.” from the report
Activities and social contact
The home offered group and one-to-one activities, including support for people who stayed in their rooms or were cared for in bed.
“Where people chose to remain in their rooms or were cared for in bed, staff took the time to undertake one-to-one activities to reduce the risk of social isolation.” from the report
Quality monitoring
The home used audits and meetings to monitor care and identify improvements.
“The provider carried out audits of the quality of care in the service.” from the report
Minor accident reporting
minorInspectors raised an issue about reporting minor accidents to the local authority. Management said it had considered the advice and gave assurances about progress.
“In one instance, this was in relation to reporting minor accidents to the local authority and we received assurances that management had considered our advice.” from the report
- 01How are minor accidents reported to the local authority now?
- 02How do you check that lessons from accidents and incidents are acted on?
- 03Who is currently managing the home, and how are staff supported by the management team?
- 04How do you make sure staffing levels remain enough when people's needs change?
- 05How are relatives involved in care planning and decisions about best interests?
This was the first comprehensive inspection of all five key areas; a previous inspection of Safe and Well-led had been published in January 2021 without an overall rating. This explanation was written from the published report of 23 July 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, January 2021
Hallmark Banstead Manor Luxury Care Home was inspected but not rated overall; Safe and Well-led were both rated Good.
This was an unannounced, focused inspection on 3 December 2020. Inspectors looked only at Safe and Well-led, partly because of concerns about infection control and how the home was managed. They spoke with people, relatives, staff and professionals, observed communal areas, and reviewed care, medicines, staff and management records.
Inspectors found people felt safe and said staff were kind and caring. They found enough staff, safe recruitment, suitable risk plans, safe medicines systems and effective infection control measures. The home also had fire safety arrangements and reviewed accidents to reduce future risks.
Inspectors rated Safe Good and Well-led Good. The home was not given an overall rating because this was its first inspection and not all five areas were assessed.
Enough staff
People and relatives said staffing was sufficient. Inspectors saw call bells answered quickly and enough staff available at mealtimes.
“We observed call bells being answered quickly and there were sufficient staff during meal times to support people.” from the report
Risk management
Care plans recorded known risks and gave staff clear instructions. Inspectors saw plans covering falls, malnutrition and seizures.
“Risks had been assessed and there was comprehensive information on the steps staff should take.” from the report
Infection control
Inspectors were assured that the home was using appropriate measures during the COVID-19 pandemic, including protective equipment, testing and social distancing.
“We were assured that the provider was using PPE effectively and safely.” from the report
Management oversight
The home used audits, daily meetings and action plans to monitor care and make improvements.
“Audits of care took place including for the risks of developing pressure areas, health and safety, infection prevention and control, care plans and weight loss.” from the report
Medicines administration issue
needs fixingInspectors identified an issue with medicines administration. The leadership team took it seriously and put monitoring arrangements in place, but families should ask what the issue was and whether it has stayed resolved.
“where an issue around the administration of medicines was identified, the leadership team took the concerns seriously and put plans in place to monitor this.” from the report
- 01What was the issue identified with medicines administration, and what monitoring is now in place?
- 02How do you check that staffing remains sufficient at night and when people's needs change?
- 03How are individual risks such as falls, malnutrition and seizures reviewed and updated?
- 04What infection control arrangements are currently used for visitors, testing and outbreaks?
- 05How will you assess and support my relative's needs in Effective, Caring and Responsive care, which were not covered by this inspection?
This was a focused inspection of Safe and Well-led only; Effective, Caring and Responsive were not inspected and the home was not given an overall rating. This explanation was written from the published report of 20 January 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Hallmark Banstead Manor Luxury Care Home
Each visit the CQC has published, newest first, back to the day the home was registered.
- July 2021Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Hallmark Banstead Manor Luxury Care Home →
- January 2021Inspected but not ratedSafe: GoodWell-led: Good
Read what inspectors found at Hallmark Banstead Manor Luxury Care Home →
- May 2019
Registered with the Care Quality Commission on 24 May 2019.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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