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

This is the first assessment for this previously unrated service. This key question has been rated 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Feedback from relatives was positive about the staff and their approach to the people they supported. Staff had formed close professional and supportive relationships with people which enabled better care and support. Relatives used words to describe the staff such as “approachable”, “open”, and “collaborative”.

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.

Each person had an individually designed support system which enabled each person to lead their own individual lifestyle.

Relatives said staff took great care when delivering personal care to ensure that people’s privacy and dignity was respected. Each person had their own team of supporting staff which meant that the staff had a very detailed knowledge of each person’s individual preferences and choices.

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

Staff were supporting people to maintain their own skills and abilities, to develop and improve their independence. People were supported to have choice in the support being provided by the staff. For example, relatives fed back, staff had consistent in-depth relationships with people and so were able to explain and offer genuine choice to each person in all the tasks and activities of daily living.

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.

The service had advocated for and supported the needs of people when requesting support from health services both in the community and in hospital. For example, a person was showing very serious urgent health symptoms, but health services were initially unresponsive to requests for help to meet the person’s need for health support. The service persevered and eventually the person was admitted to hospital where they were treated and then returned to their home when well.

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

There was good communication between the leadership team and the staff groups, and the provider actively supported staff morale and wellbeing. For example, the provider had incentive schemes and organised Christmas parties to support staff wellbeing.

The provider was individually supportive of staff to progress in their care careers. For example, enabling a staff member to pursue their nursing degree course while still working for the organisation.