Elmwood Care Home

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

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were treated with exceptional kindness, compassion and respect. Interactions between staff and people were warm, person‑centred and unhurried, creating a welcoming and inclusive environment where people felt genuinely cared for.

People benefited from an environment that promoted dignity, independence and wellbeing. Bedrooms were personalised with people’s own belongings, supporting a sense of identity and ownership. External areas were well maintained and fully accessible, including a flat garden with multiple seating areas and a secure woodland space, enabling people to enjoy the outdoors safely and comfortably. One relative told us, “I think I will take [Name] out for a walk in the woodland garden, it’s lovely to walk round.”

Throughout the assessment, people were seen to be well‑presented, clean and appropriately dressed. Staff interacted naturally with people, using their names, smiling, chatting as they passed, and taking time to engage meaningfully. People appeared relaxed and at ease in staff presence.

The dining experience demonstrated exceptional caring practice and was clearly designed around people’s enjoyment, choice and social wellbeing. At lunchtime, the dining room had a calm and welcoming atmosphere. Tables were set with flowers, condiments and menus displayed clearly. Music played gently in the background, supporting a relaxed and sociable mealtime experience.

There were sufficient staff available to support people discreetly while promoting independence. Some people chose to access the dining room independently using electric wheelchairs or walking frames, while others were supported by staff. Height‑adjustable tables were available and used to support people using adapted wheelchairs to maintain comfort and posture whilst eating. People’s plates were warm ensuring food did not get cold. One person told us,” We have our plates warm, who would want cold plates?”

People were encouraged to choose where they wished to sit. Observations showed people sitting in small friendship groups, chatting and interacting freely. Staff supported inclusion, ensuring everyone felt part of the mealtime experience.

Staff went above and beyond to personalise mealtimes. The chef was present in the dining room, speaking directly with people about their meal choices. People were seen actively engaging with menus. One person commented, “I know what I am having, the cottage pie. It’s not how I’d do it myself, but it’s nice and I eat it.” Another person who did not wish to choose from the menu asked for an omelette, and the deputy manager immediately responded positively, confirming this would be made specially for them.

People were offered genuine choice in food and drink, including water, juice, wine and bottled beer. Staff supported people discreetly, offering napkins and asking people whether they would like to wear an apron, including choice over colour.

The atmosphere during the meal was notably warm and inclusive. One person commented positively about their meal, saying, “Good soup.” Staff were observed checking in with each person individually, asking if they were comfortable and required anything further.

The provider 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.

The provider promoted choice, independence, and inclusion through culturally responsive activities and celebrations, such as Chinese New Year. People were supported to explore authentic cultural items through touch, discussion and shared experiences, enabling meaningful engagement that respected individual backgrounds, memories, and interests.

This approach was further strengthened by a culturally diverse staff team, whose varied backgrounds, knowledge and experiences contribute to a rich, inclusive environment. Staff used their cultural awareness to tailor interactions and activities, ensuring people were treated as individuals rather than as a group. Personal preferences, life histories and cultural identity were actively considered in daily care and activity planning, enabling people to feel recognised, respected, and valued as individuals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Records clearly described what people could do for themselves and where theyrequiredassistance, ensuring support enabled rather than restricted independence.

People’s preferences,routinesand choices were respected and reflected in daily records, including choices around personal care,socialisingand mealtimes. Guidance for staff emphasisedmaintainingdignity and privacy, and family involvement was clearly documented and agreed.

The service ensured equality of access to activities for people with differing mobility and health needs. For those who preferred or needed to remain in their rooms, individual activities were offered. For example, animal therapy visits, including ponies, were offered as optional experiences, with respectful consideration of each person’s wishes.

Displays and photographs of recent activities were used throughout the service to keep people informed, stimulate conversation, and promote ongoing involvement. Community inclusion was actively encouraged through regular visits and partnerships with local groups, such as the Rotary Club.

People were supported to maintain independence and community connection through regular outings to local parks, museums, gardens, and cultural venues. Where outings were not possible, equivalent experiences were brought into the service to ensure no one was excluded. This included interactive reminiscence sessions using artefacts such as clothing, shoes, toys, and themed items, allowing people to engage meaningfully regardless of physical ability.

The provider 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.

Staff listened carefully to people’s views, wishes, and verbal and non‑verbal cues, using their knowledge of individuals to understand when needs changed or when support was required urgently.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Systems and processes were in place to promote staff safety, work‑life balance and emotional wellbeing, recognising the positive impact this has on the quality-of-care people receive.

Staff rotas were planned and managed effectively to ensure safe staffing levels while supporting staff wellbeing. The management team demonstrated oversight of rota management and adjusted staffing arrangements responsively where required.

There was clear evidence that staff were supported through regular supervision, appraisal and engagement opportunities. Records showed that supervisions and appraisals took place as planned.