The Elms

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 – this means we looked for evidence that the service 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.People and their relatives consistently told us staff were kind, caring, and respectful. They said personal information was kept private and people’s individuality was valued. One person said, “Staff are nice.” Relatives also commented, “My loved one has always been happy at the Elms and is treated with great respect and care by the staff.’’ Health professionals also confirmed staff consistently showed kindness and respect. During the inspection, we observed many warm and natural interactions, with staff speaking patiently and kindly, reflecting the service’s caring and respectful culture.

The service 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.People were supported as individuals, with their choices and preferences shaping the care they received. People and relatives described the service as kind, inclusive, and focused on personalised support. Staff had a good understanding of each person and adapted care to suit their routines. Care plans and risk assessments were detailed, personalised and regularly reviewed. People were supported to express their wishes and have control over their day. People took part in a wide range of activities, including local outings, holidays, and trips to the cinema. One person said, “I went away with staff, and I love going on the coach.’’ A healthcare professional said, “Staff appear to know their people well. The Elms have been open to receiving support and are seeking strategies to support people appropriately.’’

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.The service understood and respected each person’s needs, wishes, and views. Staff responded quickly to any distress and acted immediately to reduce discomfort. Independence and choice were central to care delivery. People were encouraged to take control in their daily life, from decisions about meals and clothing to how they spent their time. Staff recognised that meaningful choice included small everyday moments. Staff worked with professionals to ensure plans stayed relevant and focused on each person’s goals. Compassion, creativity, and commitment were evident throughout the service.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.People and their relatives said the service communicated well and kept them up to date. Records showed staff met individuals needs and regularly worked with other services when additional support or information was required, helping to provide consistent care.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff told us they felt supported by the registered manager, who placed a strong emphasis on staff wellbeing and valued recognising and appreciating the team. Regular staff meetings and opportunities to work together contributed to a positive and inclusive workplace culture. The registered manager also maintained an open-door policy, which staff said made it easy to seek advice, reassurance, and practical support when required. One staff member said, “The registered manager is approachable, very accommodating and down to earth.’’