Gracewell quality promise

At Gracewell Healthcare, the health and happiness of our residents is of the utmost importance. It’s why over 95% of our care homes are rated as Good or Outstanding by the CQC.

That’s why we’ve put in place a range of rigorous measures to help reduce the risk of infection within our homes, and to protect the physical and emotional wellbeing of our residents and the team around them. By nurturing interests, promoting well-being and enabling everyone to participate in an active and social community, we offer a welcoming home for older adults and reassurance for their families and friends. We’ve built a passionate team who are devoted to providing market-leading resident-centred care across our 21 homes. We make it our mission to get to know those who live with us as individuals, finding out what brings them joy and providing an environment they’re proud to call home.

For us success is seeing residents take an active role in the life of the home, creating purpose and retaining a true sense of self within our community.

To achieve that, we invest in our team. New colleagues complete a comprehensive Gracewell training curriculum focused on the care and wellbeing of our residents. And our leaders, and wider team, receive ongoing development and skills to ensure we provide best-in-class care.


"My needs are well served, the staff are all understanding, kind and compassionate and most attentive with their help."

Resident at Gracewell of Horley Park


"It is a Company whose values and beliefs closely align to my own beliefs and I am passionate about the care we provide to our Residents. The favourite element of my day is always getting to know our residents. This allows me to better support the team here to provide person centred care to each of the residents."

Harry, General Manager at Gracewell of Bookham


Our culture of safety

Our primary responsibility is safely delivering care of the highest quality. In recent times, there has been even greater emphasis placed on safety and risk management - at Gracewell, safe care is what drives us, and it has been part of our mission since day one.

Gracewell practices risk mitigation to ensure problems rarely occur, and this is made possible by extensive training and a real passion for our service provision. We’re always looking at ways to ensure safety for all of our residents.


Reducing infection risk

Infection control is vital to keep everyone inside our homes safe and healthy. And with this in mind we have put in place a number of enhanced measures to help reduce our risk:

  • Enhanced cleaning We have increased the regularity of all our cleaning and sanitising procedures and provided extra training where required.
  • Plentiful PPE As well as the NHS Portal we have established our own regional hubs to ensure we have enough PPE to stock our care homes for at least a month. We also allow our team members to use PPE free outside of the work setting to further reduce their risk of exposure.
  • Testing All team members and consenting residents are subject to regular temperature checks and COVID tests to ensure cases are picked up early.
  • High team member to resident ratio We’ve actively recruited to ensure we have enough staff on the ground to maintain the safety and security of our homes, even in the case of illness absence.
  • Minibus services We’re providing minibus services in many areas to help our team members avoid the use of public transport and its associated risks.


Our homes

Our care homes are purpose-built and safety features include:

  • call systems in bathrooms as well as bedrooms, and mobile pendants to call for immediate help
  • key-coded door systems that securely monitor the comings and goings in every care home
  • furniture with rounded edges and flame-retardant, hygienic fabrics
  • mid-point and end-of-corridor seating that offers rest stops and conversation areas
  • innovative chair rails along corridors to provide support and guidance for residents.

For Gracewell, safety is paramount - for residents, staff and families - and we continually invest to ensure we deliver on this promise.


Our culture of excellence

At Gracewell, we always look to improve performance in all areas of the care home. We regularly review standards in:

  • resident care
  • clinical operations
  • regulatory & compliance
  • training
  • facilities and maintenance
  • human resources and training
  • feedback from our residents, friends and family of our residents

We hire the best talent, but even the best go through vigorous training with new colleagues receiving over 80 hours training in their first 30 days of employment. And our leaders receive ongoing training to ensure their teams perform to their best. Across the business, that's some 200,000 hours of education per year - and this is possible because we invest £1.3m annually to train our staff.


Meet our Care and Quality Team 

Lisa Franklin, Head of Quality Improvement

Lisa qualified as a registered nurse in 1988 and worked in the NHS until 2008. During this time she worked on surgical wards including day surgery and latterly led the in-patient and out-patient team for gynaecology and was one of the first “Modern Matron’s. Lisa joined Sunrise and Gracewell in September 2014 initially as the clinical lead at Gracewell of Sway - which she enjoyed for six months.

The General Manager post then became available which she applied for and was successful. Lisa led the team at Sway for just over four years. In 2019, Lisa joined the Quality Team and in January 2020, she secured her current position working alongside Annie Webber, Senior Director of Care and Quality. During 1995/96 Lisa was successful in achieving a Masters in Health Sciences at Birmingham University which enabled her to work as an Advanced Nurse Practitioner in women’s health. A really interesting and valuable time in her career where she was working independently and played a part in reducing junior doctors hours in the NHS.

Dawn Buchanan-Hole, Learning and Development Manager

Dawn joined Sunrise and Gracewell in March 2008, as a Business Office Coordinator for Sunrise of Eastbourne. After working at the Sunrise home for over year, she joined the Support Office as Learning and Development Coordinator and became Learning and Development Manager in 2014. Dawn is very passionate about the role as she recognises how important it is to train and develop everyone working at the organisation.

Dawn and her team continue to provide Sunrise and Gracewell team members with an extensive portfolio of training, exciting initiatives and career programmes, and as a result of the pandemic, Dawn has recently had to ensure that all programmes could be undertaken virtually. Dawn said: “We have so much great talent in our business and I want to invest in them, and allow them to grow - just as I have had the opportunities to do so myself, throughout my own career.” Prior to joining Sunrise and Gracewell, Dawn worked for Nationwide Building Society for over 10 years. She started as a mortgage adviser and then advanced to customer service advisor, after which she rose up to Branch Manager.