Elmwood Residential Home Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The manager always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were consistently praised for their caring and compassionate approach. Observations confirmed care was delivered with genuine kindness and respect, with staff responding attentively to individuals’ needs throughout the day. One person shared how staff never rushed them and upheld their dignity, privacy, and independence. Families spoke positively about the friendly relationships between staff and their loved ones, describing the team as both helpful and personable. Throughout the day, staff were seen to speak of people with care and treat them with politeness and warmth, demonstrating a deep commitment to thoughtful and respectful caregiving.

The manager treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds, and protected characteristics. For example, we observed the lunch time period and heard staff asking each person what they wanted to drink and whether they needed anything else. People’s rooms were decorated and furnished to reflect their own tastes and interests. One staff member shared an example of a person who was described as sociable and determined, enjoying daily conversations and finding joy in experimenting with new hairstyles. The staff member highlighted how this person called on her each day to assist with her hair. These moments of connection and care reflected the home’s commitment to recognising individuality and promoting wellbeing through meaningful, personalised support.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. People were supported to maintain meaningful relationships and spoke positively about the welcoming atmosphere of the home, with families feeling included in daily life and reassured by the care provided. The environment was described as homely, and staff were commended for their attentiveness to people’s preferences. However, there were areas identified for enhancement, including the introduction of pictorial menus to support choice at mealtimes for people living with dementia. Additionally, while some people enjoyed the available activities, others expressed a desire for greater variety, more frequent musical sessions, and opportunities to participate in community outings. These insights were shared with the manager who had a plan to take proactive steps to further enrich people’s experiences and promote wellbeing through person-centred engagement.

The manager listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People consistently reported prompt and attentive care from staff, with one person sharing their call bell was always answered quickly—whether in bed or in the bathroom. Support extended beyond the care home, with staff coordinating appointments and transport for external services, such as visits to the local private dentist. Additional healthcare needs were thoughtfully addressed, including timely involvement of the speech and language team when concerns around eating were raised. Families and relatives spoke positively about the responsiveness and helpfulness of staff, who were praised for their willingness to assist and for creating an environment where nothing felt like too much trouble.

The manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff consistently described a supportive and appreciative working environment, where they felt genuinely valued by both management and their colleagues. Staff praised the manager for being approachable, present, and responsive, describing her as always available when needed. Their responsible leadership was further demonstrated by proactive steps taken to ensure all carers were treated equally, reflecting her belief that fairness should be at the heart of the team’s culture. The deputy manager was similarly recognised for her kindness and hands-on support, reinforcing a collaborative atmosphere rooted in mutual respect. Staff spoke positively about teamwork and equality, noting everyone helps one another.