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Date of Assessment: 19 to 27 February 2026. We visited Elm Case Management Limited on 19 and 25 February 2026. We carried out this assessment because the service had not received a rating since its registration in 2023. The service was providing support to 4 people, of which some were receiving the regulated activity of personal care at the time of our assessment. Elm Case Management Limited is a specialist care at home service. The service uses the ‘Case Management’ advocacy and administrative approach to work with individuals who primarily have suffered a brain injury. The service both assessed the needs of the person to identify what their needs were to have a good quality of life in the community, and then to design and deliver a bespoke support system to meet each person’s needs. The service also supported people whose primary need was physical disability care. The service supported both younger adults and older people in Plymouth, and South and West Devon. We assessed 33 Quality Statements under 5 Key Questions of: Safe, Effective, Caring, Responsive and Well Led. Our overall rating for this service is Good. People were protected and kept safe. The service risk assessed and reviewed people’s needs and acted when needed. Staff reviewed assessments considering all aspects of the person’s life including; people’s cognition, communication, lifestyle preferences, personal care and health needs. There were enough staff with the right skills, qualifications and experience to meet people’s needs. Managers made sure staff received training and regular supervision and appraisals to deliver high-quality care. Staff managed medicines well. People were treated with kindness and compassion by the staff and management of the service. Staff and managers treated people as individuals and supported their preferences. People had choice in all aspects of their daily life and in their care. Staff protected people’s privacy and dignity and the confidentiality of their information. People were closely supported to have a good lifestyle living in their own home, sometimes with their families, and enjoying activities as part of the community. People were enabled to take part in activities and engagement which ensured each person had new development, and stimulating activities, in their lives. The service worked with all agencies and professionals involved in people’s care for their best outcomes and to deliver effective support in whatever location they were temporarily, for example, in hospital. The service worked through Multi-Disciplinary Team (MDT) review meetings, involving both the person and their relatives, to ensure they were fully involved and understood their care and support. Managers worked with the local community to deliver the best possible care for people. The provider, who was also the registered manager, was overseeing the governance and improvement of the service. The service leadership team and the provider supported staff wellbeing and there was a shared vision and culture in the service. Leaders in the service were aware they needed to further develop aspects of care planning and risk assessment to fully meet peoples’ needs.
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