Behind the doors: What life is like at the Millings Care Home
We believe everyone deserves high quality, dignified care. And to be listened to. Your local Healthwatch has mission that is simple: to make sure people’s voices shape the health and social care services they use. One way we do this is through our visits to social care settings, where we spend time in care homes to see and hear what life is really like for residents, their families and staff.
Recently, we visited the Millings Care Home in Bedale, North Yorkshire, to understand what is working well and where improvements could make a big difference.
Why these visits matter
Every person living in a care home deserves to live with dignity, independence and a sense of wellbeing. By visiting in person, Healthwatch can observe the environment, talk to residents and staff, and gather honest feedback from families.
These experiences and views do not stay on paper. They are shared with the care home, the Care Quality Commission and the people responsible for care, so improvements can be made.
Our aim as a Healthwatch is not to inspect or unfairly criticise, but to listen and learn. Listening to people’s experiences helps make sure care meets people’s needs and expectations.
Read the full report
Find out more about what people told us during our visit and the full set of recommendations, along with the care home’s response.
What we found is working well
People spoke positively about the caring approach of staff and the warm atmosphere in the home. Residents told us they felt safe and well supported, and relatives said they felt welcome when visiting. We also heard that:
- Staff treated residents with patience, kindness and respect
- People appreciated the homely feel of the building
- Social activities and shared spaces helped create a sense of community
- Staff responded promptly to call bells
- Residents valued having fobs to move freely through the home, which supported safety and independence
Our recommendations and the care home's response
The home reviewed our findings and provided the following response and action plan.
1. Unrestricted access at the main entrance
Our recommendation
We advised the home to review its open door policy and consider safety measures that protect residents while still allowing freedom of movement.
Care home response and actions
The home is exploring a fob entry system that will allow residents and relatives independent access. Visitors without a fob will use the call bell or entry system and be admitted by staff. Scoping work and quotations are underway.
2. Visitor sign in procedure
Our recommendation
We advised the home to reinforce its visitor sign in process and ensure that anyone who needs help is supported.
Care home response and actions
The tablet is already signposted and visitors are regularly reminded to register on arrival. Staff will continue to prompt visitors at busy times and provide support to anyone who needs help. This is already in place and ongoing.
3. Signage within the home
Our recommendation
We suggested that clearer or additional signs may help visitors find their way around the home more easily.
Care home response and actions
The home explained that it wants to maintain a comfortable environment for residents and avoid an overly clinical feel. Staff are available to support visitors throughout the building. The home will review options for sensitive and subtle signs that support navigation without affecting the homely atmosphere. This review will take place within eight weeks.
4. Size of vehicle for outings
Our recommendation
We encouraged the home to consider using a larger vehicle to support outings for bigger groups of residents.
Care home response and actions
The home has access to a community minibus when a larger vehicle is needed. It can also use a vehicle from a sister home located around forty minutes away. These arrangements are already in place and allow more residents to take part in outings.
5. Staff morale following organisational changes
Our recommendation
We suggested strengthening communication and change management processes to help rebuild confidence following recent changes in ownership, leadership and operational systems.
Care home response and actions
The home acknowledged that the transition created challenges but reported that staff morale has already improved. Staff receive regular training, supervision and support. The home is committed to open two way communication so that staff understand upcoming changes and feel informed. This work is ongoing and monitored through staff meetings and supervision sessions.
6. Staffing levels during leave or sickness
Our recommendation
We advised the home to consider whether staffing levels could be strengthened, especially when staff are off sick or on leave.
Care home response and actions
The home stated that staffing levels are reviewed regularly and remain appropriate for residents needs. When a staff member is absent, shifts are covered through existing arrangements to ensure the home is safely staffed. Duty rotas reflect safe staffing at all times. This is reviewed on an ongoing basis.
Why asking and listening matters
The voices of residents, their families and the staff who support them are invaluable. They highlight not only what may need to improve, but also what is already working well.
By listening, Healthwatch helps care homes recognise their strengths while focusing on the areas that matter most to the people who live and work there.
Healthwatch North Yorkshire will continue to visit care homes across the county and share what we learn. This helps make sure every resident enjoys a safe, comfortable and fulfilling life.
See the full picture
Take a closer look at everything we heard during this visit, including all that we heard, what is working well and what people want to change.
Our next care home visit
We are visiting Ashfield Court in Harrogate in November 2025.
Our report, along with the recommendations and action taken, will be published in January 2026.
