- Care home
Hallmark Midford Manor Luxury Care Home
Report from 12 August 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment 27 August 2025 to 07 October 2025. Hallmark Midford Manor Luxury Care Home is a residential care home in Bath providing personal and nursing care to people with dementia, people with physical disabilities and sensory impairments. The home can accommodate up to 80 people and at the time of the inspection, there were 54 people living in the service. The inspection was carried out as the service had not previously been inspected. We had also received some concerns about the service in relation to low staffing levels, the presence of rats in external areas of the service, and specific concerns about 1 person. However, the provider provided responses to these concerns to us. During the inspection, we found no presence of rats. We reviewed all quality statements in the 5 key questions of Safe, Effective, Caring, Responsive and Well-led. We found people were safe and protected from abuse and avoidable harm. Where concerns had been identified, the provider took action to prevent reoccurrence. There were systems to support safe care pathways and transitions. The provider ensured a safe environment for people living in the service. Staff had been recruited safely and received training appropriate to their role. Staff were using the appropriate personal protective equipment to prevent the spread of infections. There was evidence of people being treated with kindness, dignity and respect and people were supported to be independent and have control over their lives. Care plans and risk assessments included a significant amount of detail to manage risks for people and there was evidence-based guidance included in care plans. There was evidence of people’s wishes being captured on planning for the future. The service worked in partnership with other agencies to ensure people’s needs were met and there were several examples of community initiatives taking place which produced good wellbeing outcomes for people. Good processes were in place to support workforce equality, diversity and inclusion. There was a clear and inclusive leadership structure established with a shared vision and culture. Staff were positive about the new leadership in the service although felt in the past they did not always have the confidence to speak up and have their voices heard. However, during our site visit we identified some concerns with the cleanliness of the kitchenette areas on each floor and the fridge temperatures in these areas were not being monitored and recorded regularly. We also observed strong odours in one area of the building on the dementia floor. We identified the system the provider was using was not effective in eliminating the odours. The provider took steps to resolve these concerns during the assessment. The provider’s systems and processes were also not effective in identifying a lack of recording and monitoring for 2 people living in the service. For example, the service had identified risks where daily monitoring should be taking place in relation to nutrition, hydration and bowels but we found gaps in the monitoring and recording throughout July and August. We did not identify any harm had come to the people.
People's experience of this service
Feedback was gathered from people using the service and their relatives both on-site and off-site. People we spoke with were happy living in the service; they provided positive comments about staff and the care in general. One person told us, “Staff are exceptionally good from what I have come across.” People and their relatives were extremely pleased with the number of activities both inside and outside of the service. One person commented, “We like the outings.” People told us they were safe and felt the environment in the home had a positive impact on their wellbeing. They were supported to be independent and live the life they chose. Comments included, “If I want to, I can walk around the gardens and exercise after breakfast.” People felt they could have their voices heard and where they had raised concerns these were acted on.
Some people and relatives raised concerns about the quality and temperatures of the food being served but felt there had been some improvements recently. Some people told us they sometimes had to wait for support when staff were busy.