The Elms Residential Care Home

Specifically, the quality management systems in place had not been fully effective at identifying issues, partly because they were not comprehensive enough to ensure all aspects of the service were monitored. This included the regular review and analysis of incidents, accidents and near misses. It also included ensuring compliance with the service's training policy and we have made a recommendation about this. Infection control checks had not identified issues uncovered during the inspection and care plan audits had failed to ensure some errors and omissions in care records were addressed.

People and their relatives spoke positively about the care they received at The Elms, which they told us was delivered by kind, attentive and friendly staff, who they knew well. People were treated with warmth and affection, they were listened to, valued as individuals and respected.

People told us they were supported to be involved in making decisions about their care and to retain their independence, where possible. They were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People's care was personalised and delivered in a way that met their needs and preferences. Staff sought to ensure people were involved in activities and events that were of genuine interest to them. People were supported to have contact with relatives and friends and staff were alert to and took actions to avoid the potential for social isolation.

We heard and observed that staff were knowledgeable and able to care for people so they remained safe and well. People were supported to ensure their health needs were met and that their intake of food and fluids was appropriate to their needs. Where staff supported people with their medicines, they did so safely.

The registered manager led the service well and ensured a dedicated and caring culture developed. They engaged well with people using the service, relatives, health care professionals and other stakeholders and this promoted an inclusive and empowering environment.