Malden House Care Home – Hartford Care
At a Glance
The information you need to decide whether this home warrants a closer look.
Residential homes
Staff warmth score
of reviewers answered yes
Good to know
- Registered beds29
- SpecialismsCaring for adults over 65 yrs, Caring for adults under 65 yrs, Dementia
- Last inspected2018-05-23
The Evidence
What the review data, the inspection reports, and the dementia-care evidence base tell us about this home.
What families say
Families describe finding a warm, welcoming environment when they visit. Even professionals who come to the home — from ambulance crews to podiatrists — mention how well-organised everything feels and how quickly staff respond when help is needed.
The eight family priority themes
- Staff warmth85
- Compassion & dignity87
- Cleanliness75
- Activities & engagement80
- Food quality72
- Healthcare82
- Management & leadership88
- Resident happiness80
What inspectors found
Inspected 2018-05-23
Is this home safe?
Is the care effective?
The Effective domain was rated Outstanding, the highest possible rating. This covers training, care planning, healthcare access, nutrition, and how well staff translate knowledge into practice. An Outstanding rating in this domain requires inspectors to find that staff have skills that go beyond basic competence, that care plans are detailed and regularly reviewed, and that the home works proactively with GPs and other health professionals. The published summary does not include specific examples of training content, care plan formats, or GP visiting arrangements.Is this home caring?
The Caring domain was rated Outstanding. This is the domain that most directly captures the warmth, dignity, and respect shown by staff in day-to-day interactions. An Outstanding rating here requires inspectors to observe specific examples of staff treating people as individuals, using preferred names, moving without hurry, and responding to distress with skill and compassion. The Caring domain is weighted most heavily in our family review data, with staff warmth cited in 57.3% of positive reviews and compassion in 55.2%.Is the home responsive?
The Responsive domain was rated Outstanding. This domain covers how well the home tailors its offer to individual people: activities, engagement, response to changing needs, and end-of-life care. An Outstanding rating requires inspectors to find that activities are meaningful and varied, that people who cannot join groups still receive individual engagement, and that the home responds promptly when someone's needs change. No specific activity programmes, individual care examples, or end-of-life arrangements are described in the published summary.Is the home well-led?
The Well-Led domain was rated Outstanding. A named registered manager, Mrs Suzanne Denise Gatrell, is recorded, and the home is run by Hartford Care (Southern) Limited. An Outstanding Well-Led rating requires inspectors to find a visible, stable management culture in which staff feel supported, governance systems are robust, learning from incidents is genuine, and the home has a clear direction. The published summary does not include information on how long the registered manager has been in post or recent staffing changes.
Source: CQC inspection report →
What the evidence base says
Malden House cares for adults both under and over 65, with particular experience supporting people living with dementia. The home's approach to dementia care focuses on maintaining routines and respecting individual preferences. Staff understand the importance of familiar patterns, like that perfectly-timed morning tea. All areas worth probing directly during a visit.
The DCC Verdict
Our editorial view, built from the three lenses: what families tell us, what inspectors record, and how the home sits against good dementia-care practice.
DCC Family Score
Malden House holds an Outstanding overall rating, with four of five domains rated Outstanding. The Family Score of 82 reflects strong evidence of kind, person-centred care and capable leadership, tempered by the fact that this inspection was carried out in February 2018 and the published report contains limited specific detail on day-to-day practicalities such as food, activities, and night staffing.
Homes in South West typically score 68–82.The three-lens summary
What families tell us
Families describe finding a warm, welcoming environment when they visit. Even professionals who come to the home — from ambulance crews to podiatrists — mention how well-organised everything feels and how quickly staff respond when help is needed.
What inspectors have recorded
The manager maintains a visible presence that families find reassuring. Staff clearly respect the leadership, and families mention feeling they can approach management easily when needed. This organised approach shows in how smoothly the home runs day to day.
How it sits against good practice
Sometimes it's the smallest gestures that tell you most about a place.
Worth a visit
Malden House at 69 Sidford Road, Sidmouth was rated Outstanding at its inspection in February 2018, with four of five domains, Effective, Caring, Responsive, and Well-Led, all receiving the highest possible rating. Only one domain, Safe, was rated Good rather than Outstanding, which remains a positive finding. The home specialises in dementia care alongside general residential care for adults over and under 65, and is registered for 29 beds. An Outstanding overall rating places this home in a small minority of care homes nationally. The most important thing for you to know is that this inspection took place in February 2018, over six years ago. A review of available data in July 2023 did not trigger a reassessment, but that review is based on information rather than a fresh visit by an inspector. Conditions in any care home can change over time, including staffing, management, and culture. When you visit, ask to speak to the current registered manager, find out how long she has been in post, and ask to see last week's actual staffing rota rather than a template. Check whether the warmth and unhurried pace that earns an Outstanding Caring rating is visible in the corridors on a normal weekday afternoon.
The three questions to ask when you visitSave this home. Compare it against your shortlist.
Let our analysis show you how Malden House Care Home – Hartford Care measures up against the other homes you’re considering. Free account.
In Their Own Words
How Malden House Care Home – Hartford Care describes itself — collected from its own website. DCC has not edited or independently verified the content in this tab.
Where birthdays still matter and morning tea arrives just right
Residential home in Sidmouth: True Peace of Mind
When families describe how staff at Malden House in Sidmouth remember the small things that make each day special, you get a sense of what matters here. Whether it's celebrating a resident's birthday or knowing exactly how someone likes their morning cuppa, these personal touches seem to define daily life. The home welcomes adults of all ages, including those living with dementia.
Who they care for
Malden House cares for adults both under and over 65, with particular experience supporting people living with dementia.
The home's approach to dementia care focuses on maintaining routines and respecting individual preferences. Staff understand the importance of familiar patterns, like that perfectly-timed morning tea.
“Sometimes it's the smallest gestures that tell you most about a place.”
DCC does not edit or curate content in this tab. For independently curated information, see The Evidence and DCC Verdict.
The DCC Verdict
Our editorial view, built from the three lenses: what families tell us, what inspectors record, and how the home sits against good dementia-care practice.
DCC Family Score
Malden House holds an Outstanding overall rating, with four of five domains rated Outstanding. The Family Score of 82 reflects strong evidence of kind, person-centred care and capable leadership, tempered by the fact that this inspection was carried out in February 2018 and the published report contains limited specific detail on day-to-day practicalities such as food, activities, and night staffing.
Homes in South West typically score 68–82.The three-lens summary
What families tell us
Families describe finding a warm, welcoming environment when they visit. Even professionals who come to the home — from ambulance crews to podiatrists — mention how well-organised everything feels and how quickly staff respond when help is needed.
What inspectors have recorded
The manager maintains a visible presence that families find reassuring. Staff clearly respect the leadership, and families mention feeling they can approach management easily when needed. This organised approach shows in how smoothly the home runs day to day.
How it sits against good practice
Sometimes it's the smallest gestures that tell you most about a place.
Worth a visit
Malden House at 69 Sidford Road, Sidmouth was rated Outstanding at its inspection in February 2018, with four of five domains, Effective, Caring, Responsive, and Well-Led, all receiving the highest possible rating. Only one domain, Safe, was rated Good rather than Outstanding, which remains a positive finding. The home specialises in dementia care alongside general residential care for adults over and under 65, and is registered for 29 beds. An Outstanding overall rating places this home in a small minority of care homes nationally. The most important thing for you to know is that this inspection took place in February 2018, over six years ago. A review of available data in July 2023 did not trigger a reassessment, but that review is based on information rather than a fresh visit by an inspector. Conditions in any care home can change over time, including staffing, management, and culture. When you visit, ask to speak to the current registered manager, find out how long she has been in post, and ask to see last week's actual staffing rota rather than a template. Check whether the warmth and unhurried pace that earns an Outstanding Caring rating is visible in the corridors on a normal weekday afternoon.
The three questions to ask when you visitSave this home. Compare it against your shortlist.
Let our analysis show you how Malden House Care Home – Hartford Care measures up against the other homes you’re considering. Free account.
In Their Own Words
How Malden House Care Home – Hartford Care describes itself — collected from its own website. DCC has not edited or independently verified the content in this tab.
Where birthdays still matter and morning tea arrives just right
Residential home in Sidmouth: True Peace of Mind
When families describe how staff at Malden House in Sidmouth remember the small things that make each day special, you get a sense of what matters here. Whether it's celebrating a resident's birthday or knowing exactly how someone likes their morning cuppa, these personal touches seem to define daily life. The home welcomes adults of all ages, including those living with dementia.
Who they care for
Malden House cares for adults both under and over 65, with particular experience supporting people living with dementia.
The home's approach to dementia care focuses on maintaining routines and respecting individual preferences. Staff understand the importance of familiar patterns, like that perfectly-timed morning tea.
Management & ethos
The manager maintains a visible presence that families find reassuring. Staff clearly respect the leadership, and families mention feeling they can approach management easily when needed. This organised approach shows in how smoothly the home runs day to day.
The home & environment
The home consistently impresses visitors with its cleanliness and pleasant surroundings. People notice the attention to hygiene throughout, and the décor creates a comfortable atmosphere that families appreciate.
“Sometimes it's the smallest gestures that tell you most about a place.”
DCC does not edit or curate content in this tab. For independently curated information, see The Evidence and DCC Verdict.
