Hallmark Banstead Manor Luxury Care Home

We were assured the service were following safe infection prevention and control procedures to keep people safe.

Care plans were person-centred and included information on risks associated with people's care and the steps staff should take to ensure appropriate care was provided. Safety checks of the premises and equipment had been completed regularly. There were plans in place to protect people in the event of a fire and other emergencies.

People told us they had access to healthcare professionals and care records we reviewed confirmed this. Staff had received regular training and supervisions to perform in their role and were supported in their progression.

People were provided with a range of group and one-to-one activities. Staff had considered the risk of social isolation and records we reviewed confirmed regular checks had been completed where this was appropriate.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There were systems in place to monitor the quality of care provided. People and relatives told us they knew how to complain and were confident complaints would be listened to and addressed appropriately. People , relatives and staff told us they felt there was a positive culture at the service that actively engaged with them; and that the service was managed effectively.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk