Elmes Homecare

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 remains Good. This meant staff were caring and people were treated with compassion and dignity.

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.

People and their relatives told us that staff treated them with compassion and kindness. They respected people’s dignity and treated them with respect. Staff ensured they maintained people’s dignity during personal care. One person told us, “[Staff] treat me with respect.” Relative said, “[Staff] are very kind and caring and always ask if they can do anything else for us.” People’s information was stored securely in locked cabinets in the office and electronically stored on the provider's computer system. Only authorised staff had access to people's care files and electronic records.

The registered manager told us that they had offered to accompany and support 1 person to a hospital appointment that they were concerned about and that they helped 1 person with gardening services when they were unable to manage this themself.

People received care and treatment which met their needs or reflected their preferences. People’s individual likes and dislikes and how to meet them were documented in people’s care records and staff were knowledgeable about these.

People’s religious beliefs, cultural or spiritual needs were documented in their care plans. Relatives told us that staff were aware of their family member’s religious beliefs and practises and respected these on a daily basis.

People were involved in making decisions about their daily needs and level of support they needed. For example, what time they wanted to get up or what they wanted to wear.

Although tasks people were able to independently undertake were not documented in their care plans, staff were knowledgeable about what people were able to do and how they encouraged people to be as independent as possible in relation to eating and drinking and carrying out aspects of personal care.

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 or concerns. Staff demonstrated that they knew how to raise any concerns they may have in relation to a person’s health and wellbeing, by informing the office of any changes.

Staff told us they accommodated people’s needs if they wanted to reschedule their care calls.

Staff we spoke with told us they felt supported by the registered manager and the management team. Staff comments included, “The management team are very good”, “I am content here and management is supportive and I can speak to them at any time” and “The registered manager is wonderful and the best manager I could ever want, [they] are kind and compassionate.”

Staff told us they could raise any concerns, and they were confident they would be addressed. The culture of the service promoted positive well-being through inclusivity, and open conversations. People were supported by staff who felt valued by their leaders and their colleagues.

The provider told us that they had been awarded the ‘Best Domiciliary Care Team’ award in the 2024 by the local authority. They also provided a regular newsletter for staff and people giving information about the service, news and updates.