FAQs
Here are a few of the questions we are asked on a regular basis. Still have some unanswered questions? Do not panic! Just get in touch with a member of our team and we would be more than happy to answer any questions you may have.
Why is your CQC rating Requires Improvement?
At our most recent CQC inspection in April 2025, Elmes Homecare received an overall rating of Requires Improvement. We want to be open about this, while also sharing the fuller picture.
Three of the five inspection categories — Effective, Caring, and Responsive — were individually rated Good, reflecting the quality of care our clients receive day to day. We disputed the overall rating, completed a full remediation plan ahead of schedule, and invited the CQC to reinspect us at the start of 2026. We look forward to that outcome with confidence.
As further independent confirmation of the progress we have made, the London Borough of Bromley’s Adult Social Care team reviewed our Service Improvement Plan and confirmed in writing that all required actions have been completed. In May 2026 they wrote to us to express their appreciation of our “commitment and collaborative approach in achieving these improvements.” You can read our current rating and the improvements we’ve made on our CQC rating page.
We believe transparency builds trust. If you have any questions about our rating or our care, please do get in touch with us.
How do you create a bespoke care plan?
Elmes Homecare meets with every client to understand their care needs and their individual personalities and preferences. We listen carefully to tailor a care plan that will complement your daily routines as far as possible, from your preferred time to get up, when you like to eat, how you like to spend your day, to when you like to call it a night. We base our service to you around your medication and support needs and your preferences and habits. Our bespoke care plans are unique to each client to meet their requirements respectfully.
If you’d like to arrange an initial consultation, please Contact Us.
How do you protect clients from infection?
Good infection prevention and control is part of everyday practice at Elmes Homecare, not something we do only when there is an outbreak. We have an infection control lead, and clear policies and procedures that every carer is trained in as part of their induction and refreshed regularly.
Our care professionals have ready access to personal protective equipment (PPE), and we monitor our supplies so that our teams are never without what they need. The PPE used on any visit is based on the task and the individual’s care plan — for example, disposable gloves and aprons for personal care, changed between tasks, and eye protection where there is a risk of contact with body fluids. We follow current national guidance from NHS England and the UK Health Security Agency.
PPE alone is never enough, so our practice also includes:
– Rigorous hand hygiene, including handwashing before putting on and after removing PPE
– Carers staying away from work when unwell
– Regular cleaning, and safe disposal of used PPE
– Regular PPE and infection control audits, so we can be confident our standards are being met in practice
At our most recent CQC assessment, our infection prevention and control was rated at the highest score available for that area, with people’s relatives confirming that staff wore appropriate PPE when delivering personal care.
Where in the UK do you provide care?
Elmes Homecare operates right across the London Borough of Bromley, South Croydon, Selsdon, Sanderstead and surrounding areas in South East London.
How soon can you place a care giver in my home?
We aim to conduct a needs assessment within 48 hours of your initial enquiry and, depending on requirements, we look to commence care within 72 hours of the care assessment. Emergency packages can be provided. Please contact us and we can discuss your specific circumstances.
Can you provide live-in staff?
Yes, provision of live in staff is a service we offer, depending on your requirements. We’ll discuss these requirements with you during your initial consultation and tailor your care plan to your needs. Please contact us and we can discuss your specific circumstances.
Will I always have the same care professional?
We understand the importance of continuity of care, so we will always look to provide you with a ‘regular’ carer or carers depending on your care package
How do you vet your staff?
Every Elmes Homecare care professional is recruited through a structured process. This includes an enhanced Disclosure and Barring Service (DBS) check, written references, verification of identity and right to work, and a formal interview. Recruitment records are audited regularly as part of our quality assurance, and all new carers complete an induction and competency assessment before working independently in a client’s home.
