- Homecare service
Elm Case Management Limited
Assessment report published 24 April 2026
Contents
Ratings
Our view of the service
Date of Assessment: 19 to 27 February 2026. We visited Elm Case Management Limited on 19 and 25 February 2026.
We carried out this assessment because the service had not received a rating since its registration in 2023. The service was providing support to 4 people, of which some were receiving the regulated activity of personal care at the time of our assessment.
Elm Case Management Limited is a specialist care at home service. The service uses the ‘Case Management’ advocacy and administrative approach to work with individuals who primarily have suffered a brain injury. The service both assessed the needs of the person to identify what their needs were to have a good quality of life in the community, and then to design and deliver a bespoke support system to meet each person’s needs. The service also supported people whose primary need was physical disability care. The service supported both younger adults and older people in Plymouth, and South and West Devon.
We assessed 33 Quality Statements under 5 Key Questions of: Safe, Effective, Caring, Responsive and Well Led. Our overall rating for this service is Good.
People were protected and kept safe. The service risk assessed and reviewed people’s needs and acted when needed. Staff reviewed assessments considering all aspects of the person’s life including; people’s cognition, communication, lifestyle preferences, personal care and health needs.
There were enough staff with the right skills, qualifications and experience to meet people’s needs. Managers made sure staff received training and regular supervision and appraisals to deliver high-quality care. Staff managed medicines well.
People were treated with kindness and compassion by the staff and management of the service. Staff and managers treated people as individuals and supported their preferences. People had choice in all aspects of their daily life and in their care. Staff protected people’s privacy and dignity and the confidentiality of their information.
People were closely supported to have a good lifestyle living in their own home, sometimes with their families, and enjoying activities as part of the community. People were enabled to take part in activities and engagement which ensured each person had new development, and stimulating activities, in their lives.
The service worked with all agencies and professionals involved in people’s care for their best outcomes and to deliver effective support in whatever location they were temporarily, for example, in hospital. The service worked through Multi-Disciplinary Team (MDT) review meetings, involving both the person and their relatives, to ensure they were fully involved and understood their care and support. Managers worked with the local community to deliver the best possible care for people.
The provider, who was also the registered manager, was overseeing the governance and improvement of the service. The service leadership team and the provider supported staff wellbeing and there was a shared vision and culture in the service. Leaders in the service were aware they needed to further develop aspects of care planning and risk assessment to fully meet peoples’ needs.
People's experience of this service
The small number of people who received the regulated activity of personal care did not wish to speak with us, but their relatives did speak about their experience of the service. Relatives said the service received by people was individualised and met their needs.
Relatives had trust and confidence in the staff and support delivered by Elm Case Management.One relative said, “(The person’s) progress has come on leaps and bounds since Elm (Case Management has been) managing (their) care and support and it is down to the much higher level of care, respect and support from all of the staff at Elm (Case Management). (The person’s) confidence has grown and I can confidently leave (the person) at home with the staff knowing (they) will be well supported and cared for whilst I'm not at home.”
Relatives were positive about the quality of the care provided by the service to their relatives and said they were safe. One relative said, “All members of the team ensure (the person) is always safe and well cared for. I am always confident to leave the house to go to work, run errands, socialise or even stay away overnight.” Another relative said, “My relative is safe in the care of (their) support workers. There is a good network of therapies (used) which scaffold (supports) the day to day care.”
Relatives said they and the supported person, were fully involved in discussions about their care and staffing arrangements.One said, “We regularly discuss the care/service and discuss any changes, likes and dislikes. The senior staff are very approachable and open to suggestions. We work collaboratively to ensure the (staff) cover we need is always sufficient and works well around my (other) commitments.” They also said, “We have regular discussions with the senior members of staff to adapt the care plan to my relative’s changing needs.”Another said, “If there is an issue I contact (the registered manager) or the team as a whole”.
Relatives said their relative’s medication was well managed. One relative said, “The support staff and management always ensure medication is administered safely and that the prescribed doses are adhered to. Medication is always stored safely. Administration is documented effectively so it is simple to follow and easy to identify what medications need to be administered at certain times of the day.”
Relatives said the service was well managed and met their relative’s needs. One said, “On the whole very well (managed) and (we are) happy to continue (the service) for the foreseeable future.” Another said, “(The service is) very well managed.”
Relatives said they were very happy with the quality of life their relative was supported to experience both in their home and in the community. One said, “My relative is very happy with the variety (they) have.”
Relatives said the support staff were kind and caring and respectful. One relative said, “My relative is always treated with respect and dignity.”