Hallmark Midford Manor Luxury Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. We observed staff responding to people in a person-centred way during the on-site visit. For example, we saw a staff member sitting with a resident who wanted to express themselves but was finding it difficult to get their words out. The staff member was very patient and listened, providing positive and meaningful interactions until the person felt satisfied their needs were being met. People told us staff knew them well and understood their needs and requirements. The care plans we reviewed were detailed and provided information on the type of care people wanted to receive.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People had access to a variety of professional support both internally and externally. People were regularly seen by the GP and where people needed access to the hospital this was arranged and coordinated with families. We reviewed records of people where they had been seen by other services such as dentists, opticians, and audiologists. Partners did not raise any concerns about how the service worked in partnership with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs had been assessed, and the care plans we reviewed provided staff with detailed information on how to communicate with individuals. A communication tool with pictures called ‘talking mats’ was being used to support people with communication difficulties to express themselves. We saw examples of the provider using this tool to establish how people felt about living in the service. People were regularly accessing support for eye and hearing tests. Where people had hearing impairments, information was clearly documented about ensuring the aids were charged during the night and the support required to put on the aids in the morning. Staff were able to describe how they changed their communication style with different people. The provider had an Accessible Information Standards (AIS) policy in place.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. There were opportunities for people and residents to feedback on their experiences through regular meetings. The service completed annual feedback surveys with people, and an action plan was generated based on the results. People told us they felt comfortable speaking with staff, felt involved in decisions being made about the home and the activities they wanted to participate in. There was a complaints policy which was appropriate for the service, and complaints were being managed effectively.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they had access to the equipment they needed. The service had wide corridors and stairways to accommodate mobility aids and ensure ease of access. A lift was available to move freely between floors and was wide enough for a bed to placed inside, if people needed to be escorted out of the building by ambulance services. There was the added benefit of a physiotherapist on site and a joint impact assessment with an occupational therapist from one of the providers other services to support people with access to equipment and strengthening exercises. Care plans provided staff with information of people’s needs and any potential barriers they might experience in receiving care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The service had people living in the service with a diagnosis of dementia where their experiences and outcomes were monitored using a specific tool. Staff had received in-house dementia training which they described as “exceptional” and “really insightful to help us understand people with dementia.” People’s care plan contained information about their preferences and wishes in relation to how their cultural, social and spiritual needs should be met. Pets were welcomed at the service, and we saw a cat living in the service with their owner. The service was making the appropriate referrals to healthcare services when needed to ensure people received the right support at the right time.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s plans for the future were well documented in care plans. Relationships had been established with the local hospice and district nurse teams. One relative told us, “[Person] is being given regular morphine; and is fast tracked, end-of-life. The carers have been fabulous; they have been coming in regularly to reposition. [Person] has not been able to eat or drink anymore and is very near the end. They have all been so very kind, they are doing everything they can to be respectful and maintain their dignity.” Staff had received training in end-of-life care and told us how they worked collaboratively with clinical teams to ensure people’s needs were met with compassion and dignity. The provider had nominated end-of-life champions who had received clinical training to support people and staff with good practice guidance.