Care Home Magazine caught up with Ellie Faramarzian, the General Manager of one of Hallmark’s state-of-the-art care homes, Henley Manor, to find out exactly what makes it special.

After being opened in January 2020 by 106-year-old Eileen Symonds, who was one of Hallmark’s oldest residents at the time, Henley Manor are now successfully achieving their goal of providing high-quality relationship-centred care for their residents.

The home has been carefully designed to reflect the local area and has state of the art facilities such as; a homely café, luxurious hair salon and therapy room and beautiful landscaped gardens. 

Ellie explained how the additional spaces provide opportunities for residents to access and participate in activities that they always used to enjoy doing with support from a dedicated team. She said: “Our cinema is one of the most popular areas of the home, residents do their morning exercise classes in this area such as virtual yoga and a chair-based exercise session as well as watching their favourite movies, documentaries and virtual tours from around the world.”

Watching football and rugby or tennis on the big screen, Ellie explained, is another pleasurable activity for residents as it brings everyone together. Henley Manor also boasts a putting green area, which is used every day during the summer: “Our residents enjoy a bit of competition and tournaments and enjoy playing with their grandchildren too.”

One of the main elements Henley Manor prides itself on is the high level of dining as it provides occupants with nutritious, delicious and beautifully presented meals: “Our spring, summer, autumn and winter menus are designed by our talented chefs with our residents’ involvement” said Ellie. She revealed how residents can choose from three options for each meal, they have access to a three-course lunch and dinner served with alcohol as well as fresh pastries, biscuits and cakes throughout the day. 

“Meal times are some of the highlights of the day for our residents, we source our ingredients locally and everything is cooked fresh” Ellie added. Having a balanced and nutritional diet can reduce the risk of many diseases, falls and serious injuries and infection, however, apart from the physical benefits of a good nutritional intake, we all know that food plays an important part in daily life and resident wellbeing. 

The home’s fine dining experience doesn’t always have a direct impact on their occupancy; it does however have a huge impact on their customer satisfaction and reputation, which consequently is positively impacting Henley Manor’s growth. 

With a good reputation being key to a home’s success, Ellie revealed how Henley Manor have already achieved one outstanding domain on their CQC report, which was the first report since opening: “We are aiming to gain an overall outstanding rating on our next CQC inspection. 

“Our aim is to improve the quality of life for our residents day by day and we plan to achieve this through our relationship centred care approach to care delivery.  Quality and customer service is at the heart of everything we do at Henley Manor, and our team are just fantastic.”

Feedback is a way of improving service and Henley Manor celebrate positive feedback and listen and learn lessons from negative feedback. Gathering their feedback through direct contacts, surveys and forums and following a cohesive feedback policy has been really beneficial to the overall business at the home. Ellie finished by revealing that as a testament to their care delivery, Henley Manor have a 9.9 out of 10 care home review rating on and are currently working towards achieving a 10.