Hallmark Banstead Manor Luxury Care Home

This summary covers the findings of the recent Care Quality Commission (CQC) inspection for Banstead Manor Care Home. The report assessed the home across five key areas, providing an overall picture of the care and support provided. Families can use this to understand the home's performance in crucial aspects of residential care. The inspection looked at how safe residents are, how effective the care delivery is, how staff interact with residents, how well the service responds to individual needs, and the overall leadership and management of the home.

On safety, residents feel secure with the staff, and the home has robust systems in place to prevent abuse and manage risks effectively. Staff are well-trained in safeguarding and understand how to respond to concerns. The home follows safe recruitment practices, ensuring sufficient staffing levels to meet residents' needs, and medicines are managed securely. Infection control procedures are also well-maintained, helping to keep residents and visitors safe.

In terms of how effective the care is, residents' needs are thoroughly assessed before admission, and care plans are aligned with national guidelines. Staff receive regular training and support to ensure they have the necessary skills, and residents are pleased with the quality of care. The home also excels in providing varied and enjoyable food options, catering to specific dietary needs and preferences, and residents have good access to healthcare professionals.

Regarding how caring the service is, residents and their families consistently describe staff as kind, compassionate, and respectful. Staff are observed interacting with residents in a gentle and dignified manner, ensuring their comfort and well-being. The home actively supports residents' spiritual and cultural needs and facilitates visits from loved ones while adhering to safety guidelines. Residents feel involved in their care decisions and their personal preferences, such as daily choices and room personalisation, are respected.

The service is also responsive to residents' needs, with care plans reviewed and updated involving residents and their families. Staff respect residents' wishes, including their desire to spend time in their rooms, while ensuring regular welfare checks. The home ensures residents' privacy and dignity are maintained at all times, promoting their independence. Activities are provided to prevent social isolation, and residents are supported to have maximum choice and control over their lives.

Finally, the home is well-led, with clear systems for monitoring the quality of care and a positive culture that encourages feedback from residents, relatives, and staff. Complaints are handled effectively, and there is confidence that concerns will be addressed. The management team actively engages with individuals, and the service is managed efficiently to ensure high standards of care.