Hallmark Midford Manor Luxury Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We received positive feedback from people and their relatives about how staff practiced kindness, compassion, and dignity for people. Comments included, “All of these things, absolutely. They are ace, all of them,” and “I have found the carers to be kind, gentle and courteous.” Staff were able to describe how they upheld dignity and respect in their daily practice. We observed several staff members treating people with kindness, compassion and dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A relative told us, “The carers will encourage [person] to get dressed in the clothes they would normally wear as they have always been partial to a particular type of clothing.” People’s care plans included detailed information about their life histories, personal preferences, and individual needs. For example, people’s care plans highlighted their previous working life, family and friends, things they liked to chat about and routines that were important to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed people had access to many social areas within the service and we observed people accessing these areas with family and friends throughout the day. People told us staff encouraged their independence, choice and control. A person living in the service told us, “I dress myself; I put my clothes out the night before and then they help me get into them after my shower, that’s my choice.” One relative commented, “This is the best place, [Person] is more independent, more sociable, doing more for themselves like getting dressed.” There was information in people’s care plans about maintaining independence.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

On the day of the site visit we observed staff responding to people’s needs. For example, we observed a person who was distressed and a staff member approached them to help, and the person appeared settled after a few minutes’ interaction with the staff member. Call alarm bells were being responded to quickly.

However, 2 staff members told us they could not always respond to people’s needs immediately due to other demands. They told us they were not always able to be responsive if they are dealing with other priorities. For example, when they needed to support people with their food, if call bells went off, they would have to leave people. People told us that staff responded to their needs, however, there were sometimes when they had to wait a little longer to receive support. They said this did not impact on them directly as they knew staff were supporting other people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There were initiatives in place to support workforce wellbeing such as cashback for opticians, dental and physiotherapy treatment, and 24 hours access to a helpline service to chat with a GP or for legal or domestic issues. One staff member told us, “We’ve got a moment maker where staff are celebrated for creating a positive moment with a resident and winners are given a voucher and a card and recognised for their achievement.” Staff also told us the new registered manager had started discussions about their wellbeing at work. Leaders told us they were focussing on new initiatives to promote the wellbeing of their workforce. There were policies in place to support workforce wellbeing and enablement.