Elm Park 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 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 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. Members of staff treated colleagues from other organisations with kindness and respect. Care was delivered by teams of staff who were kind and who knew the people they supported. Members of staff interacted with people in a friendly and understanding way. There was a pleasant atmosphere throughout the care home and members of staff had the skills to de-escalate situations when people became anxious. One person told us, “[Members of staff] all have a good laugh with you. I believe I am [treated with dignity and respect].” A relative said, “I have seen [family member] treated with dignity and respect. We’ve been very fortunate.”

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. People were treated as individuals, and their care routines were specific to them in line with their choices and preferences. People’s care plans contained information about their life history, places they liked to visit and their jobs. This ensured members of staff knew people’s background and could talk with them about their lives. One person told us they had a dietary intolerance, “[Staff] make alternative sandwiches for me, they are gluten free. The chef will come down and ask me what I fancy and they’ll do it for me.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed people were supported to make choices and maintain their independence throughout the day. People made choices about their food choices at mealtimes and about what activities they wanted to do. Members of staff respected people’s choices.

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. People were responded to in the moment and people were not left in distress. Call bells were responded to quickly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The staff team were well supported. A member of staff told us, “I’m happy working at Elm Park and feel it is a well led environment; I feel supported by all the management team.” There was a well organised system of supervision sessions and appraisals so members of staff could talk about their role and received feedback about their performance. Members of staff were happy at work. A member of staff said, “I feel valued and listened to and I have done since the day I started at Elm Park.”