Review from Robert P (Son of Resident) published on 11 October 2022
Submitted via Website • Report

Overall Experience

Overall, I give Elm Grove high marks. The staff is extremely attentive to my mother's needs and empathetic to her medical condition. Every time I visit the building itself seems clean and well-maintained. Unfortunately, the same cannot be said about my mother's room. I understand that the building is

older but there is no excuse for the paint to be peeling off the walls around my mother's bed, all within reach. I consider this a serious health and safety violation that could be corrected quickly without too much upheaval.

Reply from David Mclean, Customer Service Adviser at Elm Grove Care Home

Thank you for taking the time to leave your review and feedback. It is always nice to hear words like "attentive" and "empathetic" being used to describe our care. In regards to the facilities and your mother's rooms, we will discuss your feedback with the home's manager to help them continually improve their service. Please let us know if there is anything we can do to make mother's stay as comfortable as possible.

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Review from P G (Son of Resident) published on 6 September 2022
Submitted via Postal Card • Report

Overall Experience

Settled my father in well and handled his dementia with sensitivity from his extended hospital stay. Time is taken with his needs, and great effort is made to make him comfortable.

Reply from David Mclean, Customer Service Adviser at Elm Grove Care Home

Thank you for your kind words. We hope Elm Grove Care Home did everything possible to make the transition as easy as possible. Please let us know if there is anything we can do to make father's stay as comfortable as possible.

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Review from C T (Daughter of Resident) published on 6 September 2022
Submitted via Website • Report

Overall Experience

My mum was in Elm Grove Care Home for 5 years, I have nothing but praise for the home and its staff. My mum was always well looked after and treated with dignity. They were always trying to encourage her to take part in the various activities which did brighten up her day and provided stimulation.

However, my review here is specifically related to my mum's last few weeks. Once it was recognised that it probably wasn't the best thing for my mum to be admitted to hospital and therefore that it was likely that she was nearing the end their care and contact with me was flawless. I was able to visit mum every day for her last few weeks, staff were there to update me on her condition. They ensured she was comfortable and were incredibly patient when it came to ensuring she had food and water and wasn't in distress. All the staff were wonderful with me at what was a hard time. I got a call a few hours before her final moments and therefore was able to be with her.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

We really appreciate you taking the time to leave us your feedback. We are saddened by your loss and hope that it is of comfort to you knowing that your mum received the very best care at Elm Grove. Thank you again for your kind review.

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Review from T J (Daughter of Resident) published on 30 August 2022
Submitted via Postal Card • Report

Overall Experience

The home keeps us informed on Mum's well-being. Staff are always helpful.

Reply from David Mclean, Customer Service Adviser at Elm Grove Care Home

Thank you for taking the time to leave your review. We hope to continue providing your mum with the best possible care.

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Review from P R (Daughter of Resident) published on 23 August 2022
Submitted via Postal Card • Report

Overall Experience

Helpful staff, unfortunately, never seems to see the same person as carers work shifts. Some staff more ready to talk than others. My mother is self-funding, so I expect a bit more feedback.

Reply from Rebecca Kellegher, Customer Service Adviser at Elm Grove Care Home

Thank you for taking the time to leave us your review, we will certainly pass your feedback on to the manager. Please do let us know if there is anything more we can do to make your Mother's stay as comfortable as possible.

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Review from J T (Son of Resident) published on 23 August 2022
Submitted via Postal Card • Report

Overall Experience

Whenever we have visited, we have found the staff to be respectful and attentive to my mum. They go above and beyond to ensure Mum doesn't want for anything. They try hard to stimulate her with appropriate activities; they ensure that services attend the home for the benefit of its residents. The level

of care and patience is five stars. Well done to all the staff, direct or indirectly, that helps my mum feel at home.

Reply from Rebecca Kellegher, Customer Service Adviser at Elm Grove Care Home

It is always nice to hear words such as "Respectful" and "Attentive" being used to describe our care. We hope to continue providing your Mum the best possible care, and thank you for your kind words.

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Review from Stephen M (Son of Resident) published on 22 August 2022
Submitted via Website • Report

Overall Experience

Thought Dad would find it hard moving to a care facility, but turned out anything but. Staff are brilliant, understanding he has dementia. Always well presented shaved and washed. Loves his room and the food is excellent. Couldn’t imagine him being anywhere else. Went to his first ever disco a few weeks

ago, loved it. Very pleased.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your lovely review. We are so happy that your Dad is thriving in our care, the residents and staff all loved the disco and had a great time dancing. Thank you for choosing us to care for him.

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Review from Sue H (Daughter of Resident) published on 12 August 2022
Submitted via Postal Card • Report

Overall Experience

During the four years my mum has been a resident she has received excellent care. Both in Chestnut Lodge and Willow, the staff are kind and caring and go above and beyond. Recently while my mum received end-of-life care everyone looked after us so well as well as my mum. What an amazing team of people,

every single member of staff goes out of their way to help and show kindness.

Reply from Rebecca Kellegher, Customer Service Adviser at Elm Grove Care Home

Thank you for your lovely review. It is so nice to hear that your mum received excellent care in both Chestnut Lodge and Willow at Elm Grove and that the staff went above and beyond when caring for your mum.

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Review from Linda S (Daughter of Resident) published on 15 June 2022
Submitted via Postal Card • Report

Overall Experience

When my mum was here all staff showed kindness and understanding of her needs so well. Leading up to her death everyone was so supportive of her and me, her daughter.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your kind words. Hopefully, you can go away from this feeling like your Mum received the best possible care, our sincere condolences for your loss.

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Review from S M (Granddaughter of Resident) published on 17 May 2022
Submitted via Website • Report

Overall Experience

The care team and management have always been extremely kind, empathetic and accommodating towards me and were as helpful as restrictions would allow, to enable me to have important visits with Gran or FaceTimes when visits are not possible. I think the staff have a lot to deal with and the new software

development with recording care records, designed with the purpose to enable the carers to spend more time with residents, is so valuable. I know my gran often says she feels lonely, so this would be a big comfort and appreciated by Gran and us.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your review. We are glad that you feel everyone has been kind and empathetic whilst ensuring you were able to keep in touch with your gran. I will certainly pass your comments on about your gran feeling lonely and we will see if we can find an activity to help alleviate this for her. If there is anything, in particular, you think we can try please let us know.

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Review from A M (Daughter of Resident) published on 22 April 2022
Submitted via Postal Card • Report

Overall Experience

My mother, who has dementia, has been happy at Elm Grove Care Home for the last two years. (I would know if she wasn't!). Of course, a lot of that time we've been unable to visit due to Coronavirus, with the residents' safety a priority. But what I have seen reassures me as I'm kept informed of her

health issues and staff are very friendly and helpful.

Reply from Amanda Barnes, Customer Service Adviser at Elm Grove Care Home

Thank you for taking the time to leave your review. It is nice to hear that your mother is happy in our care and that you feel informed and up to date with any health issues that may occur. We hope to continue providing your mother with the best possible care.

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Review from B R (Niece of Resident) published on 25 March 2022
Submitted via Postal Card • Report

Overall Experience

I was very impressed with the welcome I received when I visited this home to see if it was suitable for Aunt to move to. The manager was very thorough in the range of topics that were discussed and I was reassured by her approach and caring philosophy. Aunt has advanced Dementia but she seems more engaged

and happier since she moved to Elm Grove. I think this is largely due to the patience, kindness, and empathy of the staff who I cannot praise enough.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your lovely review. We are so happy to hear that you were impressed with the service provided by Elm Grove when you visited. It is so good to hear that your aunt is happy and engaged since she has moved into our home. Thank you again for your kind words.

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Review from N I (Daughter of Resident) published on 25 November 2021
Submitted via Postal Card • Report

Overall Experience

From my first enquiry to Elm Grove the communication from the manager and her staff was excellent. Mam has been made to feel very welcome and her care and welfare is exceptional. She has settled so well, is happy and eating well. Already her future care and potential to mobilise from her bed is being

planned. We can not thank Elm Grove enough.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your lovely review. We are so glad to hear that your Mum felt welcomed by everyone at Elm Grove. Please let us know if there is anything further we can do to make her stay as comfortable as possible.

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Review from Isobel S (Wife of Resident) published on 4 November 2021
Submitted via Website • Report

Overall Experience

My dearest husband spent only 6 weeks in Elm Grove before he died. From the moment he went in there he settled. He seemed to feel it was his home and he felt safe there. Although at a previous home where he spent over 4 weeks in respite he had not wanted to come out of his room and had wanted to come

home, Elm Grove gently coaxed him out of his room, and within days he was happy to go into the lounge with other residents and watch TV or just sleep and was soon happily joining other residents in the dining room. Everyone caring from him, from the maintenance man to the nurses, carers, kitchen staff, and the home manager were genuinely caring people. He was treated with dignity, love, and patience. Nothing was too much for any of them. I can’t thank them enough. Elm Grove is homely, welcoming, and has a loving feeling about it. I just wish he had lived long enough to enjoy being there for longer.

Reply from Amanda Barnes, Customer Service Adviser at Elm Grove Care Home

We appreciate you taking the time to leave us your comments. We are sorry for your loss please accept our condolences. We are glad to have helped you and your family through such a difficult time. Hopefully, you will go away from this feeling like your husband received the best possible care.

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Review from Linda L (Niece of Resident) published on 2 September 2021
Submitted via Website • Report

Overall Experience

Having my aunt from June of this year now residing at Elm Grove is my first experience of a relative living as a resident in a care home. My aunt needs 24-hour nursing care, my experience so far is that the staff both on Willow and on the admin side are very supportive both to her and me. It is a great

weight off my shoulders knowing that she is well cared for. Having been a full-time carer myself for my Dad, I have some experience of how challenging that role is. That was in 'normal' times, now coping with Covid, I admire how they are managing. Thank you.

Reply from Amanda Barnes, Customer Service Adviser at Elm Grove Care Home

We appreciate you taking the time to leave us your comments. It is lovely to hear that you are having a positive experience and that you feel supported by our staff. Please let us know if there is anything more we can do to make your Aunts stay more comfortable.

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Review from John M (Grandson of Resident) published on 13 August 2021
Submitted via Postal Card • Report

Overall Experience

My first visit to Elm Grove ever, my first visit to see my gran in over a year (Covid-19 restrictions), so I was very excited and emotional! I was greeted by one lovely lady who explained the whole process and made me feel very welcome and at ease. Same when leaving. The carers and management were fab!

I feel my gran is in the place she could hope for, and she smiles a lot and look much healthier. Thank you, everybody, keep up the amazing work, stay safe. The garden needs tidying up! Get them out in the fresh air.

Reply from Amanda Barnes, Customer Service Adviser at Elm Grove Care Home

We appreciate you taking the time to leave us your comments. We are very happy to hear you can feel at ease with your Gran in our care. Please let us know if there is anything we can do to make your Gran's stay as comfortable as possible.

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Review from Mark R (Son of Resident) published on 16 June 2021
Submitted via Website • Report

Overall Experience

From the very first moment I spoke with the administrator and unit manager, I knew that my dad was in good hands! They understood that this was a new experience both for my father and me and accordingly guided me through the process. They did this with a genuine desire to make my dad’s stay a very good

one. They also anticipated all the questions and concerns that I had and reassured me all the way. All Covid-19 procedures were in place and followed to the letter. We met many other staff, who were amazing too, and they were all extremely knowledgeable about my father's needs, bearing in mind his mental incapacity due to dementia. You are all wonderful. Thank you!

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you for your lovely review. We are so glad to hear that you felt well supported and reassured throughout the transition of Dad moving into care at Elm Grove. Thank you for choosing us to look after him.

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Review from A H (Husband of Resident) published on 12 May 2021
Submitted via Postal Card • Report

Overall Experience

Visited my wife in April, very well looked after. All aspects are excellent.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Elm Grove Care Home

We appreciate you taking the time to leave us your comments. We hope to continue providing your wife with the best possible care.

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Review from Hazel C (Sister of Resident) published on 20 April 2021
Submitted via Postal Card • Report

Overall Experience

My sister is in the unfortunate position of being unable to speak, so my understanding of her experiences in this care home are limited. She is not of a happy disposition, but her care seems ok in that she is well fed and her accommodation is comfortable. There are always less carers than one would

like to see, and they seem somewhat overstretched on occasions. My sister is cared for to keep her as comfortable as possible in the awful circumstances of being disabled by a stroke.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Elm Grove Care Home

Thank you very much for taking the time to leave us your feedback. All reviews are taken very seriously so we will ensure to pass your staff concerns onto the home manager. We thank you for your compliments on the care we provide to your sister and the comfort of our environment. Please let us know if there is anything else we can do for you.

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Review from Elizabeth M (Daughter of Resident) published on 8 April 2021
Submitted via Postal Card • Report

Overall Experience

I have been very happy with the care my father has received. There hasn't been any concern regarding the safety and care he receives. Both staff and management communicate well and are friendly and helpful, very approachable. I know that my father is content in his surroundings. I would strongly recommend

Elm Grove Care Home to anyone who is in the same situation as myself with relatives needing extra care.

Reply from Melanie Cope, Customer Service Adviser at Elm Grove Care Home

Thank you so much for taking your time to leave such a wonderful review for us at Elm Grove. We really appreciate your touching words, and we are so glad to hear your father is happy in our care - please let us know if there is absolutely anything else we can do for you!

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Elm Grove Care Home

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