Elm Bank Care Home

Dene Road, Hexham NE46 1HW
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9.4 81 Reviews
  • Elm Bank Care Home, Hexham
Elm Bank Care Home is conveniently located in a quiet residential area of Hexham, offering residential care to people with a range of needs. The care provided includes help with everyday tasks, specialised support for people living with dementia, care for younger people with physical or learning disabilities, as well as respite care.

All areas of the home are fresh and cheerful and give residents the choice of lively or quiet communal spaces where they can either relax or engage in social activities.

The team of professional carers is dedicated to foster a sense of home and belonging and build positive relationships with each resident. By understanding each individual's needs and wishes, the team can help residents to pursue hobbies and pastimes to ensure they enjoy their stay.

Residents are asked about their dietary requirements and are served nutritious and tasty meals made from fresh ingredients.

The home encourages residents to fulfil their wishes and ambitions, providing a fun and person centered activity programme.

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Care Provided by Elm Bank Care Home

  • Primary Care Categories
  • Dementia
  • Detention Under Mental Health Act
  • Eating Disorders
  • Learning Disability
  • Mental Health Condition
  • No Medical Intervention
  • Older Person Care
  • Respite Care
  • Sensory Impairment
  • Substance Misuse
  • Younger Adults
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 48 Service Users
  • Privately Owned
  • Care Offered
  • AIDS/HIV
  • Alcohol Dependence (past or present)
  • Alzheimer's
  • Anorexia/Bulimia/Self Harming
  • Asperger Syndrome
  • Autism/ASD
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Down Syndrome
  • Drug Dependence (past or present)
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Orthopaedic
  • Parkinson's Disease
  • Prader-Willi Syndrome
  • Profound & Multiple Learning Disabilities
  • Schizophrenia
  • Speech Impairment
  • Spina Bifida & Hydrocephalus
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • John Shiells (Home Manager)
  • Admission Criteria
    • Local Authority, NHS, Private
    • Ages 55+
  • Room Information
    • Single Rooms (48)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2009
    • Number of floors: 3

Funding & Fees Guide for Elm Bank Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,150
    • Self-Funded Residential Dementia Care from £1,200
    • RESPITE Self-Funded Residential Care from £1,150
    • RESPITE Self-Funded Residential Dementia Care from £1,200
  • (these prices are only a guideline, please contact Elm Bank Care Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Smoking not permitted
  • Stairlift
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • All visitors welcome. For further information, contact the home.


  • Parking

  • Ample on site parking with easy access to the home.


Elm Bank Care Home Reviews (81)

Total of 81, showing 1-20
9.4

Elm Bank Care Home has a Review Score of 9.4 (9.433) out of 10, based on 11 reviews in the last 2 years. Over all time Elm Bank Care Home has 81 reviews.

Overall Experience

  • 47
  • 28
  • 4
  • 0
  • 2

Date Published

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Review from S B (Daughter of Resident) published on 14 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My mum was a resident for little more than 4 months. She sustained more than 7 unwitnessed falls during that time, the last of which causing her to fracture her femur. She was admitted to hospital and died of post surgical complications. I regret ever deciding that mum would be better cared for in Elm
Bank. There were many aspects, too many to mention, of her care that fell short. I would not recommend this care home.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

We are deeply sorry to hear about your loss and the concerns you've shared regarding your mother's care. Please accept our heartfelt condolences during this difficult time. We understand how distressing this experience has been for you. As you are aware, in September last year, we addressed your concerns through our Complaints Procedure. We are committed to learning from all feedback and continuously improving the care we provide. If there are any further matters you wish to discuss, please do not hesitate to reach out to us directly.


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Review from David C (Son of Resident) published on 3 December 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are very pleased with the care and support our Mam receives. She is settled at Elm Bank and it is reassuring to us that she is safe, her needs are well met and she continues to thrive.
The family are always made to feel welcome when we visit. The staff maintain good contact with us when necessary
and are committed to providing personalised care for our Mam. Thank you.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you so much for your thoughtful and kind words. We are truly grateful for your feedback and are delighted to hear that your Mam is settled and thriving at Elm Bank. Our team is dedicated to ensuring all residents feel safe, supported, and cared for in a way that meets their individual needs. It's wonderful to know that you feel welcomed and well-informed when you visit. Your support and trust mean a great deal to us, and we will continue to do our best to provide the highest standard of care for your Mam. Thank you again for sharing your experience.


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Review from Jill H (Daughter of Resident) published on 11 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mam has been a resident at Elm Bank for 4 months. We are delighted at how well she has settled in. The staff are all amazing, they are kind, helpful and very dedicated. They treat the residents with great care, attention and dignity. The communication is excellent. We're kept informed of any issues
that mam may have and informed of any upcoming medical appointments. The food looks delicious and there is always a good choice. The afternoon cuppa seems to be a firm favourite with mam, and she loves the homemade cakes and biscuits. We always feel so welcome when we visit. We often take our two golden retrievers in and they absolutely adore the attention that they get from everyone in Elm Bank...and the treats! We are so relieved that we have found such a wonderful place for mam. We know she is well cared for, safe and secure and we can't thank the staff enough. We have had a bad experience with a previous home and cannot express how different Elm Bank is. Well done to all!

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you so much for sharing such heartfelt words about your experience at Elm Bank. We're overjoyed to hear how well your mam has settled in and that you feel confident and reassured with her care. Our dedicated team truly cares about creating a warm, safe, and supportive environment for every resident, and it's wonderful to know this has made a difference for your family. We're also glad your visits - with your lovely golden retrievers! - bring so much joy to everyone here, furry friends included! Hearing that your mam enjoys her afternoon cuppa, homemade cakes, and all the little touches that make life at Elm Bank special truly makes our day. Thank you again for your kind words and trust - we're honoured to have your mam with us.


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Review from C J (Brother of Resident) published on 7 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My brother treated with care and respect from all the staff. They keep me informed of how well his is and are very flexible in allowing visits etc.
Having experience of other care homes with other relatives, this is definitely the best I have experienced

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you so much for your kind words and for sharing your experience with us. We're truly glad to hear that your brother feels cared for and respected, and that our communication and flexibility make a positive difference for you. Your praise means a great deal to our entire team, and we're honoured to be considered the best care home you've experienced. Thank you for your trust and support!


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Review from Simon John H (Resident) published on 1 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been a resident at Elm Bank Care Home since 30th of June 2023. I moved in after a long stay in hospital because I need knee replacement surgery. I have had one knee done but I am on the waiting list for the second one and I can't go home because I can't walk and use a power wheelchair. l like
staying here all the staff are very friendly and helpful the rooms are very nice and the food is good and I can go out in to town when l like. l have the choice to do activities or sit in the lounge but I prefer to keep myself to myself and stay in my room. I also have my meals in my room. At first, I wasn't very keen about moving in here but I have gotten used to it and I have come to terms with the fact I am unable to go anywhere else at the moment.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you so much for sharing your experience with us. We're pleased to hear that you're feeling comfortable and settled at Elm Bank Care Home, especially after the challenges of your hospital stay. Our team is committed to creating a warm and supportive environment, so it's wonderful to know you find the staff friendly, the rooms comfortable, and the food enjoyable.It's great that you have the flexibility to enjoy outings in town, along with the choice of engaging in activities or relaxing in your room - everyone deserves to have their preferences respected. We're here to support you however we can as you await your second knee surgery, and please don't hesitate to reach out if there's anything more we can do to make your stay even more comfortable.Thank you again for your kind words, and we're grateful to be part of your journey toward better health.


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Review from Deborah S (Daughter of Resident) published on 30 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was a resident at Elmbank for just over 6 years until her passing in January. She was always treat with kindness, care and compassion with a lot of humour thrown in too. Her room was bright, airy and always very clean. Any concerns we had were always listened to and dealt with promptly. I
always felt that she was treat as not just a resident but one of the 'family' We were always made to feel welcome whatever time of day we visited, my favourite being around 3pm for a cuppa and a piece of home baked cake which was always delicious.

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Review from Tracy R (Granddaughter of Resident) published on 28 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff are always happy and friendly going the extra mile to give everyone a bit of personal time. A nice welcoming home from home. Food is great and coffee time cakes are often homemade. Activities and events are tailored to the residents so everyone enjoys something.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you so much for your wonderful review! We're thrilled to hear that you feel at home here at Elm Bank Care Home. Our team takes great pride in creating a warm, welcoming environment, and it means the world to us that you've noticed the effort we put into making each day special for our residents. Whether it's a homemade treat, a tailored activity, or just a friendly chat, we're committed to going that extra mile. Your kind words are truly appreciated and motivate us to keep doing our best. Thank you for being a part of our community!


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Review from Gillian C (Relative of Resident) published on 14 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I had my mother in here previously and when my aunt needed a home this was a first choice. The staff and management have always been friendly, approachable and helpful whenever you go in. Residents are treated like family and would not hesitate to recommend Elm Bank to anyone else. Well done to all.

Reply from Jackie Brook, Customer Relationships at Elm Bank Care Home

Thank you for your kind words about Elm Bank Care Home. We're delighted to hear that both your mother and aunt had such positive experiences with us. Our dedicated team truly strives to treat every resident like family. Your recommendation means the world to us!


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Review from Karen E (Daughter of Resident) published on 23 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Very caring and helpful staff who keep us fully informed and updated when required. Mum is very settled and enjoys most aspects of life at Elmbank, particularly the food! Elmbank have provided an interesting and varied programme of visitors and events which help to keep her stimulated and entertained.
All in all, we are happy with the ethos and care provided.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

Thank you for your wonderful review. We're delighted to hear that your mum is settled and enjoying life at Elm Bank, especially the food and activities. Your positive feedback about our caring staff and varied programs means a lot to us. We're pleased you're happy with the care and ethos we provide.


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Review from Michael B (Friend of Resident) published on 16 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Always found the staff to be helpful and caring - easy to discuss any problems and come to a solution if required with staff and management. Would definitely recommend it to anyone looking for a warm friendly place to take care of loved ones.

Reply from Jackie Brook, Care Relationships at Elm Bank Care Home

We're truly grateful for your kind words about Elm Bank Care Home! Providing helpful and caring support to our residents and their families is at the heart of what we do. It's wonderful to hear that you've found our staff and management approachable and responsive to any concerns or needs. Creating a warm and friendly environment where loved ones feel well taken care of is our utmost priority. Thank you for your recommendation; it means the world to us!


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Review from J C (Daughter-in-law of Resident) published on 24 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are so pleased with the care our mother is receiving. The genuine care for her as a person and her well being is evident. The staff team have been excellent, keeping us informed and updated when there has been a need for this. We appreciate how busy and stretched the service is, nevertheless all
staff are pleasant and polite and will call us back when they promise to do so. It reassuring for the family that our mother is in a setting where her needs are being met and she is safe and secure. Thank you all for everything that you do.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. We are very proud of the team at Elm Bank and are delighted that you have chosen to recognise this. It is our pleasure to care for your mum and I will of course pass on your kind words to the team.


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Review from G C (Resident) published on 26 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very satisfied with my accommodation and'care'

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for you Your kind words are greatly appreciated and I will of course pass them on to the Elm Bank colleagues.


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Review from Julie S (Daughter of Resident) published on 4 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very satisfied and happy with the care my mother is receiving whilst she is here on an open-ended respite for the time being. The communication between the senior carers and myself has made me feel that she is being well cared for and they make visitors very welcome. The only thing I would like
to add is that they are at present without an activity coordinator which I believe would be a great benefit to the residents there.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Dear Julie, many thanks for taking the time to review our home, it is our pleasure to care for your mother and are delighted that she has settled in so well. The home is actively recruiting for an activities coordinator. Your kind words are greatly appreciated and I will of course pass them on to the Home Manager and the team.


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Review from J D (Husband of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I visit Elm Bank Care Home five days a week. I also find the staff very pleasant and helpful. Very good to respond to accidents. My wife had an accident in her bedroom, the staff were very good to respond, because she had fallen out of bed and hit her nose and head, to stop the bleeding.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your wife and we are glad she is on the mend after her fall. Your kind words are greatly appreciated and I will of course pass them on to the home manager and our Elm Bank colleagues.


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Review from K B (Mother of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

I had to ask that my son's room be cleaned properly - after that no bother. Many of his clothes went missing and often he was wearing clothes which did not belong to him.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. All feedback is welcomed and allows us to continually develop our service. I will of course pass on your comments to the manager and the Elm Bank colleagues.


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Review from Astrid R (Daughter of Resident) published on 24 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am really pleased with the care my mother is receiving here. The staff are exceptional, and I couldn't find any fault with them. The room is clean and has a lovely view over a garden.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Dear Astrid, many thanks for taking the time to review our home. It is our pleasure to be able to care for your mother. Your kind words are greatly appreciated, and I will, of course, pass them on to the manager and the colleagues at Elm Bank.


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Review from Warwick B (Resident) published on 24 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Most of the staff (management, secretarial and admin staff) were exceptional. Some members of staff were not quite up to scratch.
The clothing department needs help as the wrong clothes were often supplied.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Dear Warwick, many thanks for taking the time to review our home. It was our pleasure to care for you and are glad that your time with us was a positive one. All feedback is welcomed and allows us to continually develop our service. I will of course pass on your comments to the manager and the team at Elm Bank.


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Review from Denis H (Husband of Resident) published on 24 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Happy for my wife to be accommodated at Elm Bank Care Home. No experience of any other home. Staff are always helpful and friendly.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Dear Denis, many thanks for taking the time to review our home. It is our pleasure to be able to care for your wife. Your kind words are greatly appreciated and I will of course pass them on to the manager and the colleagues at Elm Bank.


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Review from C M (Son of Resident) published on 24 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Elm Bank Care Home have been fantastic! My mam is very happy there and feels safe, looked after and cared for.
Activities: I don't know enough to comment.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. It is a pleasure to be able to care for your mam. Your kind words are greatly appreciated and I will of course pass them on to the manager and the colleagues at Elm Bank.


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Review from S T (Wife of Resident) published on 23 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I find the care of my husband very good and the staff are so kind to us and helpful. Nothing has been a bother at all times. At times, due to his condition, it must be difficult to cope with however they do the very best they can.

Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. We are privileged to be able to care for your husband. Your kind words are greatly appreciated and I will of course pass them on to the manager and the colleagues at Elm Bank.


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Current Review Score: 9.4 (9.433)

Overview of Review Score

The Review Score of 9.4 (9.433) out of 10 for Elm Bank Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 11 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 10 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.433 for Elm Bank Care Home is calculated as follows: ( (83 Excellents x 5) + (33 Goods x 4) + (1 Satisfactorys x 3) + (3 Poors x 2) + (7 Very Poors x 1) ) ÷ 127 Ratings = 4.433

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Elm Bank Care Home is based on 10 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 48 registered maximum number of service users is 9.6, which has been reached with 10 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 10 Feb 2021

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (4)

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Meet the Team (2)

John

John Shiells

Job Title: Site Manager

Joined: 2021

ROLE: Site Manager of Dene Grange & Elm Bank Care Homes
CAREER: John’s career started back in 1992, when he went to work in a day care center as part of an employment training placement.
Within two years, John was a home care assistant for Newcastle City Council and then progressed to a Domiciliary Care Manager.
John decided he wanted to work in a care home setting and started as a bank Care Assistant in December 2010 moving up to a Senior Care Assistant in February 2011.
John finally took the plunge to become a Home Manager in July 2011 at The Lodge Care Home, moving onto Elm Bank in 2019 and now with the edition of Dene Grange.


Elm

Elm Bank Care Home

Job Title: The Care Team

So much to be proud of at Elm Bank Care Home where the care team celebrates its Care Quality Commission inspection!


Frequently Asked Questions about Elm Bank Care Home

What types of Care is Elm Bank Care Home registered for?

Older Person Care, Dementia, Respite Care, Eating Disorders, Learning Disability, Mental Health Condition, Sensory Impairment, Detention Under Mental Health Act, No Medical Intervention, Substance Misuse & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Elm Bank Care Home provide?

Palliative Care, Day Care, Convalescent Care, Separate Specialist Dementia Care Unit, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Elm Bank Care Home have?

There are 48 Single Rooms.

What are the Facilities & Services at Elm Bank Care Home?

Own Furniture if required, Pet Friendly (or by arrangement), Smoking not permitted, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Stairlift, Wheelchair Access, Gardens, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Elm Bank Care Home to the centre of Hexham?

0.4 mile(s) as the crow flies, distance by road may be significantly further.