Hallmark Care Homes Culture Book

Introduction This is the first ever Hallmark Care Homes’ Culture Book. As the name suggests, the aim of this book is to give you a detailed insight into not only the culture of Hallmark Care Homes, but also into each of our fantastic care homes.

Our vision is “to be recognised as the leading provider of high-quality, relationship-centred care for all residents”. This requires many things, but an outstanding culture has to be the start.

This book gives the reader a taste of the culture at Hallmark Care Homes, all bought together in one place for our Hallmark Care Homes’ Culture Book.

Life Story People often try to define what culture is, I believe that it is what happens every day. I am committed that the Hallmark team all live aligned every day to the Hallmark Care Homes’ Charter where we value each other, always looking to learn and exceeding standards, as well as celebrating our accomplishments and having fun along the way!

Our, now famous, Empowerment Days, for example, have been designed to really develop and enhance the culture; because ultimately who is Hallmark? It’s you! And therefore, it’s all of us!

My working-class roots have meant that I have learnt to appreciate everything in life. I am committed to making Hallmark Care Homes the company of choice for people who want a career in care, or where they want their loved ones supported and cared for.

This book shows the hard work, dedication and passion that the Hallmark Care Homes’ team show every single day to make the lives of the residents in our care homes so much better, as well as their views and feelings on the individual culture of each care home.

I hope you enjoy reading the book and looking at the pictures, which say even more than the words ever could.

Keep up the outstanding work, as above all, we care!

The Hallmark Care Homes’ Story

Hallmark Care Homes has had many landmark moments in its history. Below is a brief timeline showing some of these.

It shows the company’s commitment to growth and skills when it comes to managing multiple new-build projects at once.

1999

2004

Opening of Regency House in Cardiff

Purchase of Cartref Annwyl Fan in Ammanford, Wales

1997

2003

Purchase of The Hollies in Pontypridd

Purchase of Bryn Celyn in Maesteg, Wales

2007 Opening of Shire Hall in Cardiff

2007 Opening of Greenhill Manor in Merthyr Tydfil, Wales

2002

2006

2009

Purchase of Cherry Tree in Caldicot, Wales

Opening of Ty Enfys in Cardiff

Opening of Kew House in Wimbledon (Pinders Healthcare Design Award Finalist)

Hallmark Care Homes is continually evolving and aims to keep growing. In line with this strategy of growth, Chamberlain Court is due to open in early 2017 followed closely by Arlington Manor in Cambridge. Each new home is designed through

2012

2011

2011

Opening of Alexandra Grange in Wokingham (Pinders Healthcare Design Award Winner)

Rebranded from Hallmark Healthcare to Hallmark Care Homes

a culmination of years of experience as well as feedback from residents, relatives and team members. This is how the company is able to create award-winning care homes that provide the highest standards of care.

2012 Opening of Admiral Court in Leigh-on-Sea (Pinders Healthcare Design Award Finalist)

Opening of Bucklesham Grange in Ipswich (Pinders Healthcare Design Award Winner)

2014

2014

Opening of Lakeview in Lightwater (Pinders Healthcare Design Award Finalist)

Opening of Anya Court in Rugby (Pinders Healthcare Design Award Winner)

2011

2013

2017

Opening of Anisha Grange in Billericay (Pinders Healthcare Design Award Winner)

Opening of Maycroft Manor in Brighton (Pinders Healthcare Design Award Winner)

Chamberlain Court, opening in June in Tunbridge Wells

Hallmark Care Homes’ Empowerment Days Hallmark Care Homes hosts Empowerment Days throughout the year, designed to empower team members to realise their potential and motivate them to deliver outstanding care for the residents.

Krissi-Lea Dawson, Lakeview “The Empowerment Day held by Avnish has raised my confidence and has definitely given me some more motivation both in my personal and work life. After my second one, it was ‘out with the old, in with the new’ and I started to make real changes in my life. I would urge anyone to go to an Empowerment Day as it’s an opportunity to bond with your team, have a little dance, walk on hot coals and become a blue cow!”

Aneurin Brown, Central Support “The Empowerment Days have been an amazing experience for me. I am definitely a more confident person now, both in and out of work. If someone would have told me 18 months ago that I would have lost 7 stone in weight, got a new job, danced on stage and spoke in front of 200 team members at a seminar I would not have believed them. But I did and that was mainly because I chose to!”

Tracy Hiscock, Regency House “I am the Lifestyle Coordinator at Regency House, and when I attended the Advanced Empowerment Seminar, I came away with a better understanding and confidence in myself. I was proud of myself for overcoming my fears, and I have been given tools so I can continue to challenge myself and succeed not only in work but also in my personal life. I am now very proactive in explaining the benefits to all team members and the importance of attending these seminars and how they can really change the way you look at yourself and have the sense of becoming empowered.

They are fantastic for team building.”

Mark McDonald, Bucklesham Grange “The power and impact from each Empowerment Day has been profound. They have been an invaluable opportunity to help build and develop the Bucklesham Grange team into one that is truly outstanding.”

Jane Knight, Kew House “As a relatively new member of the Hallmark team, I vividly remember the experience of my first Empowerment Day last September. I had been with Hallmark just four months. I was bowled over by the energy and enthusiasm. I felt welcomed, valued and uplifted by the experience. Since then I have attended the Advanced Empowerment Seminar and once again felt immensely valued and inspired. Walking on the hot ashes made me feel I could achieve anything in both my professional and personal life. What an amazing experience!”

Hallmark Care Homes’ Events Hallmark Care Homes run several company-wide events throughout the year, designed to increase resident engagement and empower the team to deliver the best possible care. All of our homes run their own lifestyle programme, but having company-wide events brings the homes together as a group and enables the Central Support team to get out and about, meet the team and spend quality time with the residents.

Care Home Open Day Care Home Open Day is a UK-wide initiative, launched by Care England in 2012. The purpose of Care Home Open Day is to invite members of the local community into your home who may not have visited a care home before and arrange activities that help to create lasting links between care home residents and members of the public.

Hallmark in Bloom Hallmark in Bloom is our annual garden competition, which encourages residents to contribute towards the look and feel of their gardens. Each home showcases their annual efforts in July, and winners of each category are awarded a trophy by the Executive Leadership Team and gardening charity, Thrive.

Absent Friends Day Usually held the first or second Sunday in August, the purpose of Absent Friends Day is to remember the loved ones who are no longer with us and celebrate their lives.

Hallmark Care Homes’ Awards The Hallmark Care Homes’ Awards, usually held in September, celebrate our stars who have gone above and beyond. All care homes host their own local awards in May where team members can be nominated by their colleagues, residents and relatives. Winners of these awards are then automatically shortlisted for the national ceremony, which is celebrated with a glittering gala dinner.

Hug Day The purpose of Hug Day is to promote the importance of physical contact and the enhanced wellbeing that a simple hug can give. Launched in 2006, Hug Day is also an opportunity for our team members, residents and relatives to create lasting bonds and celebrate how much we care.

Lucky Star Lucky Star is a Christmas-themed event where we encourage residents to put a ‘wish’ on a Christmas tree. Two winners are then selected from each home in January, and with the support of family and team, we make the resident’s wish come true.

Our home promise: We promise never to forget this is your home Admiral Court, our care home in Leigh-on-Sea, Essex, provides dementia care. Our modern purpose-built home joined the Hallmark family in 2012.

At Admiral Court we are dedicated and compassionate. We improve the quality of life for our residents and always make special things happen. Admiral Court is an amazing place to work and an amazing place to receive care.

“The tea and care is always good here”

“We all get

along. We are a family.”

“We love our residents”

“We all support each other here and our residents’ history makes our home special”

“The team is like a family”

Our home promise: We promise to provide high-quality care when no one is looking

“Great Team” “Inviting home” “Homely and relaxing ambience” “Great reputation”

“Love our job”

“Great company to work for” “Optimistic about the future”

“homely and delicious baking”

Alexandra Grange, our care home in Wokingham, was built in 2011 and was the recipient of a Pinders Healthcare Design Award for Traditional Design in Elderly Care that same year. It provides residential and dementia care.

At Alexandra Grange we have created a workplace culture of being unique, true to ourselves, collaborative and comfortable. Going above and beyond, the Hallmark Care Homes Charter is alive in the home. We honour the word we give, doing what we say we will do and being true to who we say we are.

Every Alexandra Grange team member consistently delivers high-quality care. No one is left out or not included, which forms great trust between residents, families, the care team and professionals.

Anisha Grange is our multi-award-winning care home in Billericay, Essex. Built in 2011, the home provides residential, nursing and dementia care.

Anisha Grange is at the heart of the community in Billericay and annually sponsors The Barleylands Fun Walk, which attempts to raise over ÂŁ100,000 each year for noteworthy causes.

We value every member of the team and support them in their work and home lives. The home is always buzzing with activity and there is never a dull moment. From the regular visitors in the cafĂŠ to those taking part in a lively exercise class, there is always someone to have a chat with or lend a helping hand.

Our home promise: We promise to listen and respect your views “Plenty of

“To be the best that I can!”

hugs here”

“The joy of every day”

“Making our residents happy”

“To see our residents smile is a joy”

“Helping residents to gain their independence”

Our home promise: We promise to make everyone feel special Anya Court, which provides residential, nursing and dementia care, is a purpose-built care home and joined the Hallmark family of homes in 2014.

There is a feeling of belonging at Anya Court. We are a family, and we try to be there for each other by sharing our ups and downs and having some laughs along the way. Our home is special and there is a feeling of warmth as you walk through the door.

“The lifestyle team is amazing”

“Love everyone” “I am lucky to be part of such a wonderful family”

“ You begin as a person and become part of a team”

“What a wonderful team of people” “Great residents and team members”

“Awardwinning”

“amazing SPIRIT”

Our home promise: We promise to do our best to fulfil lifestyle choices of all residents

“Celebrating lives” “Nothing is ever too much trouble” “True companionship among friends” “Our passion is our word”

“Our amazing and extended family”

“The joy of giving every single day” “To make a difference”

“We always say yes”

Bryn Celyn has been a part of the Hallmark family since 2003 and provides residential and nursing care.

Situated in the small town of Maesteg, South Wales, we are a community within the community and are proud to have a very homely and friendly environment.

Most of the residents are from the local area, and as a result of this, their families and friends are able to visit their loved ones frequently.

We have a good reputation in the area for providing high-quality relationship-centred care, and not only is Bryn Celyn the home of choice for people to live in; it is also the home of choice as a place to work.

Bucklesham Grange, which provides residential, nursing and dementia care, was opened in 2012.

The team here are a true family. There is a warmth that radiates throughout the home, and there is always a smile to be seen.

The building is stunning too, but it is not the building that makes the home so special; it is the team and residents together who do this. We support each other on our remarkable journey, in both the difficult times and the good times. We are inspired each day by what is possible through our dedication for delivering outstanding relationship-centred care.

We are all truly proud to be members of the Bucklesham Grange family.

Our home promise: We promise to welcome you into our family as we help each other live life to the full “Team work makes the dream work”

“The best

people care”

“It’s a good home and I enjoy our team”

“We honour the word we give”

“We care in a happy place”

“We are an extended family”

Our home promise: Above all, we care Cartref Annwyl Fan in Ammanford joined the Hallmark family of homes in 2004 and is affectionately known as the biggest bungalow in Wales.

At Cartref Annwyl Fan, which specialises in residential, nursing and dementia care, the team and residents really do make it a special place to live and work. From our warm welcome, great care, tasty homemade food and exceptional hospitality, we have created a special home which really is a part of the community.

Making people feel special is what we do, and we have lots of fun along the way.

“What people look for in a care home”

“Going the

extra mile”

“Making a real difference”

“Team work” “Embedding quality”

“Being outstanding” “Driving up quality”

“Proud and Motivated”

Our home promise: Our promise is to make you feel part of our family “Working at Cherry Tree I feel part of a big family”

“I love my team I work with”

“Everyone pulls together to achieve their goals”

“Everybodyy makes m e nan feel liokf a she is part y at big famil ee” Cherry Tr

“I love Cherry Tree” “Always ready for a chat”

“Everyone is so friendly”

“Angels work here”

Cherry Tree in Caldicot, South Wales, has been part of the Hallmark family since 2002, and it is home to some of our longest-serving team members.

Cherry Tree, which provides residential and nursing care, is special because we treat everyone as part of our family, with many people saying it is like their second home. It is so important to have meaningful relationships between the team and the residents, and this is what we have at Cherry Tree. When you walk through the door, you can feel the warm welcome, and chatter and laughter are often heard throughout the home.

Greenhill Manor in Merthyr Tydfil, South Wales, was purpose built for the Hallmark family in 2007. It has recently undergone an extensive refurbishment and is proud to deliver dementia and nursing care, and has a specialist community for younger people with physical disabilities.

Living at Greenhill Manor is like being part of a large extended family. We are proud to have team members from diverse and different cultural backgrounds, and we involve the community in all aspects of our daily life. We encourage openness and always ensure fun is part of our everyday lives.

Our home promise: Our promise is to live fulfilled lives amongst friends

“I am what I will to be” “Do unto others as you’d have them do unto you” “Just be happy” “Just be yourself and spread happiness”

“Have fun”

“Just smile” “Always look on the bright side of life”

Our home promise: We promise to give attention to the little details that matter to you Kew House has been part of the Hallmark family since 2009. It is a purpose-built home located in busy Wimbledon, providing residential, nursing and dementia care.

Kew House is a home from home. We are a diverse team who like to have fun and enjoy getting to know the residents. We also take care of one another. The team understands what makes an excellent care home and live each day to deliver exceptional relationship-centred care.

“Dance Your Troubles Away”

“Empower”

“Words have power”

“Seek solutions”

“Believe in yourself”

“Carpe diem” “Stand together”

“Be bold and be brave”

Our home promise: We promise to empower each other with love, care and attention

“It’s important to me that I be a leader to my team”

“I can do more than I thought”

“Equal opportunities”

“It’s good to be valued”

“I am appreciated, even for the little things”

“Everyone has something to offer”

“Singing from the same songsheet”

“We all respect our colleagues”

Lakeview, one of the latest additions to the Hallmark family of homes, opened in 2014. It is now very much a part of the local community in Lightwater, Surrey, and provides residential and dementia care.

With care and compassion at the heart of what we do, we work together to make sure we provide the very best care for the residents. Our team at Lakeview are proud to work in the most beautiful environment, and this pride shows in our desire to look out for each other, every day.

Opened in 2013, Maycroft Manor in Brighton, East Sussex, provides residential, dementia and nursing care.

The home offers a warm welcome to all of its visitors and there is always something going on. We pride ourselves on having fun together, with the residents and their relatives. We relish a challenge and have demonstrated that we all pull together when we need to. Visitors to the home comment on the happy atmosphere and say they are quickly made to feel part of the Maycroft Manor family.

Our home promise: We were smiling yesterday, we are smiling today and we promise to smile tomorrow “We all care”

“Stop and chat”

“Homely”

“Outstanding”

“Shared motives”

“Lovely team”

“Empathy”

“Charity”

“Take the time”

Our home promise: We promise to make Regency House your home from home Regency House in Cardiff, South Wales, is the longest-standing member of the Hallmark family, opening in 1999 and receiving a full refurbishment in 2013. The home, which provides residential and nursing care, is successful due to its long-serving team members, many of whom have been employed at Regency House for the last 10 years. By continuing to cultivate relationships with visits from our local churches, schools, councillors and library and by supporting and fundraising for local charities, such as The Ely Festival Fund, Regency House remains at the centre of our local community.

“Outstanding place to be”

“Working in Regency is awesome” “Great team with great attitude”

“Everybody has made me feel welcome”

“I love coming to work each day always with a smile”

“I feel I fit”

Our home promise: The residents and team will be proud to say they live and work at Shire Hall.

“enjoy getting to know all the residents” “It’s like having an extended family” “I’m proud to work here because I love the team and residents”

“I am very proud to say I work at Shire Hall” “To make the residents smile every day”

“For me it is a privilege” “I love working at Shire Hall”

Shire Hall, situated near Cardiff Bay in South Wales, opened in 2007 and has recently undergone an extensive refurbishment.

Shire Hall, which provides residential, nursing and dementia care, is special because all of our team understand what is needed to create a happy and welcoming home for all of the residents and their families. We pride ourselves on being experts in the field of dementia care and are proud of the care we deliver to residents every day.

Ty Enfys in Pentwyn, Cardiff, was purpose built for the Hallmark family of homes in 2006 and underwent a significant refurbishment in 2014.

The home, which provides residential, nursing and dementia care has a unique character which combines love, laughter and care, making it a great place to live and work. We are a team of individuals who care about, not only the residents, but one another.

Our home promise: To provide quality care, even when no one is looking “At Ty Enfys we listen, we love, we care” “We are the best”

“We live the

“Good atmosphere, good place to work”

“It’s about attitude”

“Ty Enfys, 10 years of care. WOW”

Charter”

Our promise: We are here to support you

CENTRAL SUPPORT

At Central Support we know how to have fun! We all do so many different roles but we can always find time to get to know one another and bond as a team. We don’t just support the homes, we support each other.

“Being valued For my contribution”

“Because of Hallmark, I made some great friends!!”

“Fun, laughs and hard work”

“Making dreams come true”

“Meeting our outstanding team members from other homes”

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