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Elm Bank Care Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 November 2020

About the service

Elm Bank Retirement Village is a residential care home providing personal for up to 115 people aged 65 and over and for people living with dementia. At the time of inspection there were 86 people living at the service.

Elm Bank Retirement Village provides accommodation over three floors, divided into five separate areas. One area for people who are mostly independent and two areas for people who require residential care. Two other areas were for the care of people living with dementia.

People’s experience of using this service and what we found

The provider had not always followed government guidelines for the testing for Covid-19 of staff and people using the service due to the provider’s concerns about the reliability of the supply of testing kits, although this had been rectified after the inspection. Staff followed infection control procedures to protect people from the risk of infection.

The provider had not made provision for people who could not access the garden to speak with their relatives by any other means. However, people who were able to access the gardens were supported to meet with their relatives whilst maintaining social distancing. The manager was exploring ways of seeking people and their relative’s feedback.

The provider had not always ensured oversight of the regular assessment and monitoring of the health and safety of the home. The provider had not ensured staff had followed procedures for monitoring of the water systems or carried out actions from fire risk assessments in a timely way.

The provider had recently changed their deployment of staff and were recruiting staff to ensure existing and future staffing levels would meet people’s needs. Staff were recruited using safe recruitment practices.

People’s risks were assessed, and staff followed care plans that mitigated these known risks. There was good communication between staff to ensure they understood people’s changing needs.

The manager had developed good working relationships with the district nurse team; this had enabled staff to develop their practice.

People were protected from the risks of abuse or poor care as the provider had systems in place to identify, report and learn from safeguarding incidents.

People received their medicines safely as staff followed the provider's policies and procedures.

The provider and manager carried out regular audits and checks to ensure people continued to receive high quality care and continually looked for ways to learn from incidents and improve care.

The provider had appointed a new manager who had the skills, enthusiasm and compassion to promote a positive culture within the home. Staff told us they felt supported and valued.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was requires improvement (published 24 October 2018). At this inspection we found areas that required improvement.

Why we inspected

The inspection was prompted in part due to concerns received about staffing and management oversight. A decision was made for us to inspect and examine those risks. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

We have found evidence that the provider needs to make improvements. Please see the safe and well sections of the full report. We found no evidence during this inspection that people were at risk of harm from this concern.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Elm Bank Retirement Village on our website at

Inspection areas


Requires improvement

Updated 5 November 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 5 November 2020



Updated 5 November 2020



Updated 5 November 2020


Requires improvement

Updated 5 November 2020

The service was not always well-led.

Details are in our well-led findings below.