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
  • 49
  • 28
  • 4
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  • 2
Date Published
  • 83
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  • 12
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Reviewer Connection to Elm Bank Care Home
  • 24
  • 14
  • 12
  • 5
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  • 4
  • 3
  • 2
  • 2
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  • 2
  • 2
  • 1
  • 1
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Total of 83, showing 41-60
Review from A M (Son of Resident) published on 23 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has dementia but seems to be happy with the care she receives at Elm Bank Care Home.
The management is excellent and I am kept informed at all times about my mother's care.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you for your comments about your recent experience at Elm Bank Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care.

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Review from Irene B (Daughter of Resident) published on 21 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I've noticed a great improvement in my mum since she came to Elmbank.
She's more content now and seems more at peace with herself and her world. All the staff are so nice to her and very helpful towards me.
Thank you.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Irene, for sharing your recent experience of Elm Bank Care home. We are happy to learn it has been so positive and that you have been pleased with the quality of our care. We look forward to seeing you again soon. Take care.

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Review from Deborah S (Daughter of Resident) published on 21 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My mum moved into Elmbank just before Christmas 2017 after her health took a turn for the worse. She changed from being a very independent lady to a very frail lady who needed help with day to day activities almost overnight.
This came as a big shock to both myself and her.
The staff did everything
they possibly could to make this transition as smooth as possible for both of us.
The manager, carers, cleaners, housekeeping staff have all treated my mum with care, compassion and patience. They have even helped her to regain her sense of humour and I can't thank them enough!
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Deborah, for your kind comments about your recent experience at Elm Bank Care Home. It is great to hear it has been so positive. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from M W (Son of Resident) published on 21 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has only recently moved in, but everyone has worked hard to make sure she is settled. All the staff are great and they tell us how she has been on every visit. She likes it which is the main thing of importance.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you for letting us know how we are doing at Elm Bank Care home. We are pleased to hear your experience has been so positive. We look forward to seeing you again soon. Have a wonderful day.

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Review from Gill C (Daughter of Resident) published on 16 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Pleased overall, could be more group activities involving all residents.
The carers are all lovely.
Shame the new decor couldn't have included the resident's corridor.
Certain staff outshine others.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Gill, we always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your overall experience with Elm Bank Care Home was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from Philip C (Son of Resident) published on 16 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My mother moved into the home in December 2017 and settled into the home very quickly. All the staff and management have been very caring and supportive towards my mam and I saw an instant improvement in her mobility and anxiety issues.
Mam enjoys the friendly staff and residents activities, the food
and in general terms feels "at home".
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Phillip, for your feedback following your recent experience at Elm Bank Care Home. We appreciate you taking the time to let us know how we are doing and we are happy to hear that you have been so pleased with the quality of our care. All of our staff are committed to providing the best possible care experience for all of our residents, and it is very rewarding to have their efforts recognised.

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Review from V F (Daughter of Resident) published on 16 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Elm Bank gives my mother friendly and dignified care tailored to her needs and wishes. The staff quickly recognise and at on any medical or personal issues that may occur and keep me informed and involved in all aspects of her care.
My mother regularly tells me how happy and well looked after she is
in Elm Bank.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you for your comments about your recent experience at Elm Bank Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. We always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your experience was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from P R (Daughter of Resident) published on 16 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
The care home Elm Bank, Hexham has proved to be an excellent place for my father. He has received sympathetic care consistently throughout the 3/4 years he has been a resident. We could not have wished for a better place.
Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you for your kind comments about your experience at Elm Bank Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. Have a wonderful day.

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Review from Elizabeth S (Daughter of Resident) published on 2 May 2018 Submitted via Website • Report
Overall Experience 4.0 out of 5
Mum (Alzheimer’s) has been in Elm Bank for a year. Mum has mostly been happy & free from pain & anxiety in the past year – this is our priority.


It’s a fine line between talking with residents at the right level for each individual & coming across as condescending. Although all the residents on Mum’s

floor have Dementia, they are still individuals with different needs of communication & support. Caring is very staff intensive. More staff would be good, but fees would need to increase to support this.


Two staff members, in particular, deserve singling out for their aptitude & hard work in communicating with the residents as individuals, adjusting their techniques to suit each of the residents.


We are made welcome by the staff on our frequent visits, with tea & biscuits. We (5 of us) even had Christmas Day lunch with Mum in her room – all organised by the staff.


We have nothing but admiration for Mum’s carers at Elm Bank. Many thanks for all your hard work - very much appreciated.

Reply from Ronnie Cavanagh, Marketing at Elm Bank Care Home

Thank you, Elizabeth, for your wonderful feedback following your recent experience at Elm Bank Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. We always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your experience was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from L H (Sister of Resident) published on 23 March 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Elm Bank Care Home is an attractive building in a lovely situation overlooking the river Tyne and Valley. It has a lovely residents lounge and good sized well-appointed rooms to which residents are able to bring pictures and belongings. Arranged on three floors means the residents are spread out and
not overwhelmed by numbers of other people. The staff always offer a warm welcome and are cheerful, caring, kind, competent, pleasant and ever helpful. It is kept extremely clean, neat and tidy. As a non-resident, I have rated Elm Bank good though it probably is excellent but I can't ascertain certain aspects unless I was a resident, which I would happily be. Many thanks to the lovely staff.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you for your comments about your recent experience at Elm Bank Care Home. We appreciate you taking the time to let us know how we are doing and are happy to hear your experience has been so positive. Our residents’ wellbeing is our main priority and it is great to hear that you were pleased with the quality of our care. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised. Have a wonderful day.

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Review from Quentin C (Son of Resident) published on 23 March 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
All staff are friendly, helpful and patient. Meals are freshly made on site. Rooms are clean and well maintained.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Quentin, for your feedback about Elm Bank Care Home. We appreciate you taking the time to let us know how we are doing and are happy to learn your experience has been so positive. We look forward to seeing you again soon. Take care.

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Review from Chloe D (Granddaughter of Resident) published on 23 March 2018 Submitted via Website • Report
Overall Experience 1.0 out of 5
Grandma has been in this care home for about a month. Very, very understaffed for the number of residents in there, sometimes I don’t even see a carer. The cleanliness is poor, the smell of urine makes me wretch I had to leave once, this seems to only be on the middle floor?
The “activities” they do
are a joke I feel like my grandma is sat in her bedroom staring at 4 walls. I went on a night once and there wasn’t a sheet on the bed, a friend went the other day after dinner there was no sheet or duvet the housekeeper came said they didn’t have time to make it as they are understaffed?
The food; I have been at tea times and all it seems to be is soup and a sandwich, once I saw cheap chicken nuggets and burgers what sort of good nutrition is that? Every time I visit there is one particular woman shouting, pleading for help, it seems to take a long time for a carer to wander through. However, I do appreciate the “care” my grandma does get. There is one member of staff that is the most caring there.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you for your feedback. We appreciate you taking the time to share your views. All of the staff are committed to providing the best possible care experience for all of our residents and we are disappointed to hear that you feel this has not happened in your case. We appreciate all of your comments and I would welcome an opportunity to discuss this further with you. Please reach out to us at the home to arrange a meeting. Thank you once again.

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Review from Kathryn S (Daughter of Resident) published on 15 March 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My mother has now passed away, but her time at this care home was happy, settled and well managed. She had a good relationship with staff and other residents. She always commented on how much she enjoyed the food. She regularly told visitors how much she liked it there. She regularly joined in with
activities and quickly became part of the home. It was always a pleasure to visit her in the home.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Kathryn, for your kind words about your experience at Elm Bank Care Home. We appreciate you taking the time to let us know how we are doing. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised. Thank you once again for such wonderful words.

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Review from John W (Sister of Resident) published on 14 March 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My brother was admitted after being discharged from hospital and at that stage not able to look after himself. The friendly staff at the care home took good care of him, allowing him to go out every day and encouraging him to mix with other residents. Their help was tremendous and we are so grateful
to them to help guide my brother so that he is now in sheltered accommodation.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, John, for your comments about your recent experience at Elm Bank Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. We always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your experience was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from Edith P (Cousin of Resident) published on 7 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My cousin has been living in Elmbank for over a year now. The staff are kind and caring and she is very happy living there. The home has a warm, comforting feel which I'm sure all the residents enjoy.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Edith, for sharing your experience of Elm Bank Care Home. We are pleased to hear it has been so positive! All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.

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Review from M H (Resident) assisted by family/friend published on 19 January 2018 Submitted via Postal Card • Report
Overall Experience 3.0 out of 5
Food OK. Well cared for. Happy, nice comfortable bed. Staff very good.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you for sharing your experience at Elm Bank Care home. We are pleased to hear it has been so positive. We appreciate you letting us know how we are doing. Let us know if there is anything more we can do for you, we are always happy to help! Thanks again.

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Review from Sandra B (Wife of Resident) published on 15 January 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My husband attends Elm Bank as a day guest and I find the staff very flexible about the days he attends - they are always kind, attentive and have made him very welcome. When the time comes for him to have full-time care, I would hope that Elm Bank would have a place for him as he has settled in really
well.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Sandra for sharing your experience of Elm Bank Care Home. Your praise and kind comments about our team mean a lot to us and we are e happy you have found our staff to be so supportive to you and your husband. We look forward to seeing you again soon.

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Review from Alan F (Resident) published on 12 January 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My care has been excellent. The staff are friendly and caring here. I can relax and concentrate on getting well.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Alan, for sharing your experience of Elm Bank Care Home. We are happy to hear that it has been so positive. We appreciate you letting us know how we are doing. The care and well-being of every resident is our number one priority so it is rewarding to hear that you have been pleased with the quality of our care. Thanks again and have a wonderful day.

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Review from Brenda J (Friend of Resident) published on 12 January 2018 Submitted via Postal Card • Report
Overall Experience 3.0 out of 5
My friend, who I have power of attorney for, has been in this care home since March 2015 and I have been very satisfied with the care she has been given.


The staff (including management) have been so helpful and very caring to her. They have kept me informed of any problems arising from her care.

I couldn't ask for better help than my friend and I have had.
Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Brenda, we always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your experience with Elm Bank Care Home was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. Thank you once again for the lovely feedback. We look forward to seeing you again soon.

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Review from Elsie B (Friend of Resident) published on 20 December 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My daughter and I found this very friendly, hospitable and clean. No one could ask for better.


However, we live in South Shields so could not explain any prospect of living here.

Reply from Ronnie Cavanagh, Digital Marketing Executive at Elm Bank Care Home

Thank you, Elsie, for sharing your recent experience of Elm Bank Care Home. We are so happy that is has been so positive. We really appreciate you taking the time to let us know how we are doing. Have a wonderful day!

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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!

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