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Hallmark Care Homes (SW19) Limited Outstanding Also known as Kew House Care Home

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 19 December 2019

About the service

Hallmark Care Homes (SW19) Limited (also known, and referred to throughout this report, as Kew House) is a care home providing personal and nursing care for 81 people at the time of the inspection in one adapted building. The service can support up to 81 people.

People’s experience of using this service and what we found

The provider had a comprehensive, evidence-based dementia strategy in place that governed all aspects of service design and delivery, as well as the work of staff at all levels. This strategy highlighted the importance of social engagement, communication, relationships and a sense of ‘personhood’ that resulted in positive outcomes for people and an enhanced quality of life.

The service ensured people, relatives and associated professionals were at the heart of assessment, care planning and care delivery. People received good, effective care and support from a highly skilled staff team. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff, relatives and people told us about their experience of living and working in Kew House, and the strong relationships built between people, staff and relatives. People were treated with dignity and respect.

People had access to a wide range of activities which enabled them to live fulfilled and active lives. There were numerous examples of staff’s endeavour to provide meaningful experiences and lasting happy memories. There were examples where staff had gone the extra mile to ensure people were able to fulfil their wishes. The provider had invested in technology to support people and this had proved beneficial both in terms of well-being outcomes and engagement during family visits.

The registered manager was proactive in ensuring they had a visible presence within the home and operated an open-door policy ensuring that any low-level concerns were dealt with promptly, preventing escalation. Staff were praised and encouraged to develop their skills and qualifications and flourished under a transparent and enabling culture.

The service was well-led by a management team whose determination and drive was to deliver an outstanding service, leading by example, fully committed to quality and placing people at the heart of everything they did. The whole home approach was evident and enabled staff to develop skills transferrable to other roles/duties within the service and a clear sense of teamwork. The provider had systems in place to monitor and improve the quality of the service including high quality communications sharing good practice and achievement across the organisation.

People received a service that was safe, were protected from abuse and avoidable harm. Staff received training and were confident about raising concerns if needed. Accidents and incidents were recorded with managerial oversight to identify any emerging patterns to prevent recurrence. People were supported by a sufficient, dedicated and consistent staff team who knew them well. Medicines were managed and administered safely. Measures were in place to prevent and control the spread of infection.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

The last rating for this service was good (published 25 August 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow Up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 19 December 2019

The service was safe.

Details are in our Safe findings below.



Updated 19 December 2019

The service was exceptionally effective.

Details are in our effective findings below.



Updated 19 December 2019

The service was exceptionally caring.

Details are in our Caring findings below.



Updated 19 December 2019

The service was exceptionally responsive.

Details are in our Responsive findings below.



Updated 19 December 2019

The service was exceptionally well-led.

Details are in our Well-Led findings below.