Hallmark Hutton View Luxury Care Home

The registered manager had robust processes in place to monitor the safety and quality of the service and there was an effective management structure in place with clearly defined lead roles. The provider had embedded a culture of continuous learning and improvement. People, relatives and staff were encouraged to give feedback and help to shape the running of the service.

People were supported by staff who knew them well and understood their needs. Staff were kind and caring and spoke to people respectfully. People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests and the policies and systems in the service supported this practice.

Risks to people's safety were assessed and reviewed and processes were in place to protect people from the risk of abuse. Medicines were administered safely by staff who were trained and competent to administer them. The provider had implemented safe infection prevention and control processes and staff had access to appropriate personal protective equipment (PPE) and up to date guidance.

Staff had received a comprehensive induction and in-depth training, including completing the provider's specialised dementia care training. People's care plans were personalised and contained clear guidance for staff about how they wanted to be supported and what was important to them.

The provider promoted people's health and well-being and supported people to access appropriate healthcare services. The provider worked collaboratively alongside other healthcare professionals to ensure people's needs were met. Relatives told us they were kept up to date and felt involved in people's care. People and relatives told us they felt comfortable raising any concerns with the provider and spoke positively about the management and leadership of the service.