Elmhurst Intermediate Care Centre

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this service since its registration with CQC.

This key question has been rated as Good.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their carers consistently provided positive feedback about the care they received and told us staff were caring, respectful and attentive to their individual needs. We observed staff introducing themselves, explaining care and treatment clearly, and ensuring people felt informed and involved in decisions about their care.

Staff understood and respected people’s individual needs and demonstrated a non-judgemental approach when caring for or discussing people with mental health needs. They were also aware of people’s personal, cultural, social and religious preferences and took these into account when planning and delivering care.

Privacy and dignity were respected, with individual rooms supporting confidentiality and private discussions. Communication between staff, people and families was warm, calm and professional.

We observed positive and respectful interactions throughout the assessment, including during ward rounds, handovers and routine care. Staff also demonstrated mutual respect towards colleagues and partner professionals, reflecting strong teamwork and a positive culture focused on delivering person-centred care.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their carers consistently provided positive feedback about the care they received and told us staff were caring, respectful and attentive to their individual needs. We observed staff introducing themselves, explaining care and treatment clearly, and ensuring people felt informed and involved in decisions about their care.

Staff understood and respected people’s individual needs and demonstrated a non-judgemental approach when caring for or discussing people with mental health needs. They were also aware of people’s personal, cultural, social and religious preferences and took these into account when planning and delivering care.

Privacy and dignity were respected, with individual rooms supporting confidentiality and private discussions. Communication between staff, people and families was warm, calm and professional.

We observed positive and respectful interactions throughout the assessment, including during ward rounds, handovers and routine care. Staff also demonstrated mutual respect towards colleagues and partner professionals, reflecting strong teamwork and a positive culture focused on delivering person-centred care.

The service 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.

Staff demonstrated a person-centred approach, taking time to understand what mattered most to people and involving them in decisions about their care and rehabilitation.

Communication needs were met through the use of clear language, communication aids, interpretation services and electronic devices when required.

Staff understood and met people’s personal, cultural, social and religious needs and adapted care accordingly. They supported people living with dementia through tailored interactions and by taking time to understand their life experiences, preferences and individual needs.

Families and carers were involved in care discussions where appropriate, and staff provided reassurance and support throughout patients' stay. We observed staff supporting people who became distressed in a sensitive manner while maintaining their privacy and dignity.

We observed examples of personalised care that promoted dignity, comfort and independence. Staff arranged appropriate equipment to meet individual needs and developed personalised care, nutrition and therapy plans.

People were encouraged to eat meals together in the dining area where appropriate, supporting social interactions and reducing isolation. This also helped maintain daily living skills, build confidence and work towards their rehabilitation goals.

Ward round discussions demonstrated that discharge planning was tailored to individual circumstances, supporting people to achieve the best possible outcomes and return home safely.

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

Rehabilitation was focused on helping people regain confidence and functional independence, with care planned around individual goals and outcomes that were important to them.

People were involved in decisions about their care and treatment and were supported to understand their rights. Staff encouraged people to do as much as possible for themselves, while providing the appropriate level of support to ensure their safety and wellbeing. Rehabilitation and therapy programmes were tailored to individual abilities and aspirations, helping people develop the skills and confidence needed to return home.

Staff worked closely with people, families and carers to plan for discharge and ongoing support needs. People were encouraged to manage aspects of their own care where appropriate, including understanding their medicines and participating in activities of daily living. Therapy staff used practical assessments within dedicated therapy areas, including kitchen assessments where people could undertake tasks such as making a cup of tea, to assess and improve functional ability prior to discharge. These assessments helped staff identify any ongoing support needs and ensured people were as independent as possible before returning home.

Staff also supported people and their carers to access advocacy, community services and support organisations where required, helping them make informed choices and maintain their independence following discharge.

The service 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 told us staff were available when needed and responded promptly when assistance was requested. Feedback highlighted that staff provided both practical and emotional support, helping them feel safe, reassured and well cared for.

We observed staff providing timely support and adapting their approach to meet individual needs. People had access to nurse call systems and told us they did not experience long waits for assistance, including during the night.

Staff were attentive to changes in people’s conditions and escalated concerns appropriately. Leaders described implementing one-to-one observations or cohorting arrangements when required to maintain patient safety. Staff shared examples of effective escalation and timely clinical responses, including referrals to specialist services such as safeguarding and therapy teams. Nursing staff responded promptly when people deteriorated.

We observed therapists reviewing people, and staff confirmed therapy teams were available daily to assess, support and plan care. Therapists adapted schedules to meet people’s changing needs, including providing intensive rehabilitation and completing home assessments to support discharge planning.

Staff regularly assessed and monitored people for pain and provided timely interventions where required. Care records demonstrated that pain assessments were completed and reviewed alongside NEWS2 monitoring, supporting the prompt identification and management of people’s needs.

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

Staff across a range of roles told us they felt respected, supported and valued, and were confident to ask for help or raise concerns when required.

Managers and senior staff were visible and approachable, promoting teamwork and shared responsibility for people’s outcomes. Staff reported good access to senior clinical support and described positive working relationships across the multidisciplinary team (MDT). We observed a supportive culture, with staff treating one another with respect and working collaboratively to meet people’s needs.

Leaders promoted staff development through supervision, appraisal and learning opportunities, and staff told us they felt supported to carry out their roles effectively. Appropriate wellbeing support was available, including support for staff returning from periods of sickness absence. This helped staff feel supported in their role and contributed to the delivery of safe, effective and compassionate care.