Hallmark Midford Manor Luxury Care Home

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.