Elmsdene 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 that the service 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 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 relatives spoke highly of the staff and management. We heard that staff were kind and caring, and had good knowledge of people’s likes and dislikes. Relatives talked of staff who encouraged their relatives to join in with activities and also understood when they did not want to. The manager checked on the wishes of the resident and the relative and respected their choices. People said the cook not only prepared food, but had positive interactions with people and helped keep people upbeat and enthusiastic.

Staff treated people as individuals and had good knowledge about people needs, likes and dislikes. We found that staff were very attentive towards people's needs, and recognised when people needed help. Staff encouraged people to do tasks independently where appropriate. People had ownership over their daily routines and made decisions about their care and treatment, with support if needed.

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

People told us they had control over their daily routine, for example what time to get up, what to wear, food and drink. People said staff asked them for their views on the routines of the home and their care and treatment. We observed a resident’s meeting during the assessment which asked how people would like to celebrate Christmas. Staff arranged monthly meetings and relatives were invited.

Relatives could visit whenever they wanted, and people were supported to maintain their independence where appropriate.

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 responded well to their needs. People and relatives thought that staff responded quickly on the whole to call bells. Staff communicated well with people and adapted their style to meet people’s individual needs. We observed staff being attentive, positive and engaging during their caring interactions.

Managers promoted workforce wellbeing and enablement and there were appropriate policies to support this. The manager made sure that staff could access relevant training and support to complement their roles and support their wellbeing. Management supported an open door policy so that everyone had the chance to speak openly and honestly, and to ensure an inclusive, supportive culture was established and maintained. This process was supported by regular supervisions, meetings and appraisals.