Elm Bank Care Home

Dene Road, Hexham NE46 1HW
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9.5 83 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

  • Older Person Care
  • Dementia
  • Learning Disability / Autism
  • Mental Health Condition
  • Visual / Hearing Impairment
  • Eating Disorders
  • Alcohol / Drug Misuse
  • Younger Adults

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 48 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • COPD/Pulmonary Disease
  • Convalescent Care
  • Acquired Brain Injury (ABI)
  • Day Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: from £1270
  • Self-Funded Residential Dementia Care: from £1325
  • RESPITE Self-Funded Residential Care: from £1270
  • RESPITE Self-Funded Residential Dementia Care: from £1325

Fees are Fully Inclusive however Podiatry ,Hairdressing & Accompanied GP/Hospital appointments are chargeable extras.

These prices are only a guideline, please contact Elm Bank Care Home to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Person in charge

  • John Shiells (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Local Authority, NHS, Private
  • Ages 64+

Care Home Design/Build

  • Purpose Built: Yes
  • Last Refurbishment: 2021
  • Number of floors: 3

Room Information

  • Single Rooms (42)
  • Couples/Companion Rooms (0)
  • Single Rooms with Ensuite Wet Room (42)

Visiting

  • All visitors welcome.

Parking

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

Elm Bank Care Home Reviews (83)

9.5

Elm Bank Care Home has a Review Score of 9.5 (9.471) out of 10, based on 12 reviews in the last 2 years.
Over all time Elm Bank Care Home has 83 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Elm Bank Care Home
  • 24
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  • 12
  • 5
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  • 4
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Total of 83, showing 21-40
Review from C M (Son of Resident) published on 24 November 2022 Submitted via Postal Card • Report
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 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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Review from D R (Son of Resident) published on 3 March 2022 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
They have done well in these trying times keeping families informed of changes in visiting rules. I think families forget these rules are for the safety of our loved ones.
Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. All feedback is appreciated and allows us to continually develop our service. Your kind words are greatly appreciated and I will of course pass them on to The Home Manager and the colleagues at Elm Bank.

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Review from L R (Partner of Resident) published on 25 February 2022 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My partner likes the staff and the food is excellent.
Reply from Paul Millar, Marketing Manager at Elm Bank Care Home

Many thanks for taking the time to review our home. All feedback is greatly appreciated and allows us to continually improve our service. Your kind words are greatly appreciated and I will of course pass them on to the Home Manager and the colleagues at Elm Bank.

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Review from C J (Cousin of Resident) published on 28 July 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Feel that the staff have done a tremendous job during the lockdown. I was unable to visit, but on the occasions that I was, I found my relative to be smart and her needs catered for. She was always treated with dignity. I feel very confident that the staff kept me informed and did an excellent job during
exceptional circumstances.
Reply from Shellene Armstrong, PA at Elm Bank Care Home

Many thanks for your feedback and review for Elm Bank Care Home.

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Review from June W (Respite Resident) published on 13 July 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very satisfied with the care received by all staff. The staff are very kind and cooperative. Very clean and tidy home, including communal areas and bedroom. Daily menu options are great, good choice in the menu and always adhere to requests. Highly satisfied with everything.
Reply from Shellene Armstrong, PA at Elm Bank Care Home

Many thanks for your review and feedback for Elm Bank Care Home.

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Review from C E (Daughter of Resident) published on 4 May 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
In the months my mother has been in Elm Bank - I have no complaints at all. She is well looked after. Having just been allowed to see her due to Covid, but have found all the staff really nice and very helpful indeed.
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Review from H F (Niece of Resident) published on 28 September 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Really lovely, friendly staff who are very helpful and accommodating. A nice cheerful lot. Good standard of care. The staff has been always happy to refer for a doctor's opinion when needed.
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Review from E R (Daughter of Resident) published on 16 September 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother receives excellent care from the friendly and efficient staff of the home. If there has been an issue regarding my mother's health, I am immediately informed of this by telephone. Due to the current covid-19 restrictions, we have been allowed to meet with Mum outside, which has been most welcome.
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Review from Virginia D (Daughter of Resident) published on 11 September 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I highly recommend Elm Bank Care Home. The staff looked after my mum with love and compassion. Nothing was too much trouble; everything was done willingly and kindly. As my mum approached the end of her life, the expertise and experience of the staff was invaluable. The staff looked after me too! I
shall always be grateful to them.
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Review from Julie L (Niece of Resident) published on 10 September 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
My Aunty has resided in Elm Bank for over 18-months and I have visited her on several occasions mostly at weekends. The home is clean and tidy with a bright and pleasant dining room for the main meals of the day. The carers are excellent and will bring meals and snacks to my Aunty in the lounge or her
room if she is tired or prefers to do this. They show compassion and patience and will encourage my Aunty to eat and drink if this is required. There are daily activities on weekdays, and my Aunty particularly enjoys the skittles and singing along to tunes with the other residents. The carers do their utmost to try to make the residents feel at home, particularly on special occasions such as birthdays when they sometimes play music or have entertainment. During the lockdown, the carers have provided me with good updates on the health and well-being of my Aunty, which has been reassuring for me in these challenging times. Many thanks to all at Elm Bank, your hard work is very much appreciated.
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Review from Anne N (Niece of Resident) published on 22 June 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
My aunty has been well looked after by the staff at Elm Bank. The home is kept clean and bright, I have no complaints.
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Review from Gillian L (Daughter of Resident) published on 22 June 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
My mam went to Elm Bank two and a half years ago as she could no longer look after herself. It was a big shock to us all. It began as respite and she stayed. She seems quite happy and I am confident that she is being well looked after, cared for and treated with dignity. There were a couple of issues
in the beginning, communication being one. That appears to have been resolved now. The staff in Elm Bank are dedicated, caring and compassionate. Nothing is too much trouble for them. I look upon them as my family too. Definitely recommend the home. There's an activities leader too, so the residents are kept occupied. Well done all staff!
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Review from Jane (Daughter of Resident) published on 22 June 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My Mam is nicely settled in at Elm Bank having arrived nine months ago. She knows her way around her level and enjoys wandering freely from her room to the lounge. Mam enjoys all her food which looks very appetising in the dining room, and her 'seconds', and is adequately supervised, helped and coaxed
to encourage a clean plate. All staff will offer her a cup of tea at whatever hour of day or night that suits her. The activities co-ordinator engages well with my Mam to gain her interest and participation. Mam is even allowed to just sit in the office, happy to be quiet when the carers are on the phone. The great thing is, the carers love their role - they understand the behaviour of their dementia residents, never take offence as they know it is just the condition, and continue to demonstrate patience, kindness and care passionately for their residents. Good humour abounds, and it is reassuring to see Mam laughing and joining in the fun. Thank you to all involved in Mam's care.
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Review from John D (Son of Resident) published on 22 June 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
My father has been resident for some 18 months and Elm Bank have faced up to his challenging needs and circumstances with resolve and determination. I see a desire in many staff to constantly strive to find the right solutions, and treat him as an individual and not another number. Staff's commitment
and patience with my Dad and genuine desire to fulfil his needs is heartwarming. There are particular staff who in my view go way beyond the call of duty to provide companionship and steadfast support for his needs. I can't praise their efforts to provide friendship and support highly enough. I am included and well informed in all decisions regarding his needs by management, staff and GP.
The COVID-19 pandemic has undoubtedly placed additional pressures on these types of environments and in my view, they were pro-active in acting to protect and shield residents.
They face challenging circumstances, are not the most or least expensive, but provide love support and peace of mind.
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Review from Maureen L (Daughter of Resident) published on 22 June 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been a resident at Elm Bank for 18 months. Before lockdown, I visited 2-3 times a week at various times throughout the day. The carers and staff are very friendly. She receives excellent care. The home is always clean and tidy and the food is plentiful, home-cooked and with multiple
choices at all mealtimes. Snacks are provided between main meals. Each day there is a schedule of entertainment/social activities. A hairdresser visits twice a week. All the carers are very friendly and know all of the residents by their first names. The bedrooms and toilet facilities are well maintained and clean. The staff always keep us informed on any issues that may occur with my mother. Since lockdown, I have been able to maintain contact over the phone and the carers have been able to provide me with updates on her condition. I am so pleased that I chose Elm Bank to care for my mother.
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Review from M B (Son of Resident) published on 19 February 2020 Submitted via Website • Report
Overall Experience 3.0 out of 5
The short-stay my mother had here was quite expensive and she was disappointed with both the food and the bed. The food portions were small and the overall quality could have been better, the evening meal consisted of sandwiches which she did not find enough, even though she has a small appetite. The
bed was a vinyl mattress and the thin sheet covering it kept slipping off, so my mother had trouble sleeping.
Generally, though the staff were friendly although one staff member was not very helpful.
Overall my mother was expecting more for the cost of the stay. She decided to leave earlier than planned mostly as she could not sleep well and because of the food.
Reply from Olivia Shields, Marketing Assistant at Elm Bank Care Home

Thank you for your comments about Elm Bank Care Home. We appreciate you taking the time to give feedback and letting us know how we are doing. We have acknowledged the concerns you have, and improvements you have suggested to better the home. If you would like to discuss any concerns directly, please reach out to us at the home. Thanks again.

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Review from Catherine J (Cousin of Resident) published on 12 July 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Relative been here 2 weeks but have found staff to be very co-operative. All my concerns have been answered and acted upon immediately. Room nice and clean and staff seem very willing to help my relative to adjust to her new home.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Catherine J, for your feedback following your recent experience at our home. We are happy to learn it has been a positive one. We appreciate you taking the time to let us know how we are doing. Have a wonderful day.

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Review from Kathlyn T (Respite Resident) published on 17 May 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very friendly staff. Will help in any way with food and your wellbeing.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you for your wonderful feedback about our home. We are pleased to hear that your experience has been positive and appreciate all of your kind comments about our team. Have a wonderful day.

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Review from Rachel S (Granddaughter of Resident) published on 15 August 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
All members of staff are special, treating my grandmother with respect, dignity and care which I have not observed in other care homes. There was always laughter and my grandmother commented she felt part of a family there. It was always clean, tidy and staff always visible. Residents are treated as
individuals and there is a culture that the staff feel privileged to work with the residents in their own home. The care my grandmother received was gratefully appreciated by the whole family.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Rachel, for your feedback and for taking the time to share your experience at Elm Bank Care Home. We are so pleased you felt your grandmother received great care and hope that her time at Elm Bank did see some friendships flourish, especially with the care team.

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Current Review Score: 9.5 (9.471)

Overview of Review Score

The Review Score of 9.5 (9.471) out of 10 for Elm Bank Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.5 out of 5 from 12 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 11 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.471 for Elm Bank Care Home is calculated as follows: ( (92 Excellents x 5) + (33 Goods x 4) + (1 Satisfactorys x 3) + (3 Poors x 2) + (7 Very Poors x 1) ) ÷ 136 Ratings = 4.471
  2. 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 11 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 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
    2. 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 11 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

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.

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Awards / Recognitions (4)

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!

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Elm Bank Care Home to verify any information. View our terms and conditions. Elm Bank Care Home has an Enhanced Service - more info.