Hallmark Carehomes

We often get many questions about care homes in general. We have tried to address as many as possible below, but if you need more advice, please contact your nearest care home.


What happens if the needs of my loved one change?

Because every person’s needs are different – in terms of medical, physical, emotional and even social aspects – residents need a package that’s developed and tailored especially for them and which can be altered as quickly as their needs may change.  Many of our homes offer residential, nursing and dementia care, so if the needs of your loved one change, they may not have to move into a new care home.

Download our free advice guide to find our more

Search for your local care home to find out what types if care they offer.

Can you care for people living with dementia?

Dementia can be a difficult journey and moving into full-time care may be a hard decision for the resident and their family. You must be absolutely confident that the care home you choose has the right facilities, skills and approach to support people whose lives are changed by dementia.

Hallmark Care Homes is a member of the Dementia Action Alliance, is signed up to the national Dementia Pledge and is actively involved in research projects to improve standards of dementia care. Our recently launched, comprehensive strategy outlines exactly how we deliver the highest levels of dementia care to all residents. To find out more you can download a summary of the strategy here.

Click here to find out if your nearest care home can care for those living with dementia.

When can I visit my loved one?

Visitors are welcome at any time during the day. Residents can see their guests in their rooms or make use of any one of our communal lounges and cafes.  We also welcome family to stay for a meal and eat with their loved one and encourage family and friends to take residents out when they can.

Can we bring pets?

Most of our homes are able to accommodate small domestic pets.  Please contact your nearest care home for more details.

Can we bring in furniture from our loved ones home?

Yes.  It is important to have familiar surroundings so we encourage residents to hang photos, bring their most cherished possessions and make their room theirs. We do require all electrical items to be tested using PAT and will conduct fire risk assessments on any furniture.

Can residents participate in the running of the homes?

Yes.  All residents will have the chance to be involved in regular residents’ forums to express their opinions and contribute to life in their care home. We also invite residents and relatives to participate in annual surveys.

Meal times are very important to my loved one. What kind of service do you offer?

All of our homes offer three meals a day as well as snacks available throughout the day. Residents can choose from a variety of breakfast options, from cereal to a full English breakfast. Depending on the home, the main meal will be at lunch or in the evening, but will consist of a choice of starter, main course and dessert, all served in our restaurant style dining rooms.  If residents wish to eat in their room, we will also take their meals to them.

My loved one is very sociable. What activities do you offer?

In every Hallmark care home we believe that activity should be at the centre of the care we provide. The activities offered vary by home, but each day is packed with activities, planned and organised by our dedicated lifestyle teams.  If there are activities your loved one has always done, for example seeing a friend for coffee every Tuesday or watching a certain TV programme every week, we will do our best to include this in our plans and facilitate these interests.

My loved one is very religious, can you support this?

Yes. Religious and spiritual beliefs will be respected by our team members. If there are any religious groups they wish to attend or maintain contact with, we will do our best to make sure this happens.

My loved one has always had the same doctor, can they keep seeing them?

They can, provided that your chosen care home is within their catchment area.  If not, we have excellent relationships with our local surgeries and can support you to register with them.  We can also support you with any new registration needed for a dentist and offer optical services, provided in-house by our nominated company, should you require them.

Which kinds of funding do you accept?

As a company, we can accept funding from those paying for their own care (self-funding residents) and publicly funded residents (Local Authority and NHS). For specific information, including the amount of third-party contribution that may be required for a Local Authority funded resident, please contact the care home of your choice.

Are there any upfront fees?

We do not charge any administration or management fees. Residents who are paying for their own care are required to pay a deposit equal to 4 week’s fees prior to the resident moving in. This deposit may be used towards payment of sums owed by the resident (or other payer) at the point of termination of the contract for unpaid fees, damage to the home and any other final fees at the end of the termination period.

Any balance not used in respect of the above will be returned to the appropriate person as settlement of the final account. For further information, please speak to a member of our team.

What are your team arrangements?

Team levels in our homes are based on the assessed care and support needs of the residents living on each community in the home. This assessment includes not only each resident’s physical needs but also the support they need to meet their emotional, psychological and social needs. Team levels are analysed on a monthly basis to ensure they are sufficient to meet the needs of the residents, this monthly analysis includes a review of nurse call bell response times, the time it takes our team to complete a medicines round, feedback from residents, team and relatives and a review of accidents, incidents and near misses as well as reviewing the outcome of quality observations such as dining observations, internal compliance activity and feedback from external partners.

Please contact your home of choice for more detailed information regarding the management structure at the home and the team arrangements on specific care communities.

I still have more questions, what can I do?

If we haven’t answered your questions here, please contact your nearest care home and speak to our Customer Relationship Manager.

Alternatively, have a look at our downloadable advice guides or financial advice pages. There you’ll find information on funding long-term care, what to look for when choosing a care homea checklist of things to consider before moving and a useful packing list.

If these still don’t help, the providers below will be able to give you more specific advice.


Age UK

Alzheimer’s Society

Society of Later Life Advisers