Enter and view: Ellesmere House Care Home

Healthwatch Kensington and Chelsea undertook two enter and view visits to Ellesmere House Care Home on 19 September 2024 and 12 December 2025.  They spoke to 13 people.

The home environment is clean, well-maintained, and homely. Residents’ rooms are personalised with memory boxes, and communal spaces are inviting. Residents appeared happy and well cared for, and staff interactions were warm, respectful, and person-centred.

Safeguarding practices are robust. Ellesmere House has a written safeguarding policy that is reviewed regularly. Staff receive annual training on abuse types, reporting procedures, and whistleblowing. There are clear reporting and escalation procedures, and safeguarding incidents are tracked with lessons shared among staff. Residents and families are informed about safeguarding rights and processes.

Management demonstrated a strong commitment to safety and wellbeing. Issues, such as the heating failure in December 2025, were handled promptly and effectively, with risk assessments and temporary measures put in place.

Residents reported that most of them know how to report concerns, and all feel comfortable approaching staff. Suggestions for improvement included offering more varied activities, clearer daily schedules, and additional outdoor excursions.

Staff expressed confidence in their safeguarding training and in management’s support. Ellesmere House does not rely on agency staff, which ensures continuity of care.

The home has positive staff-resident relationships and provides consistency and continuity of care. Residents and families are actively engaged and informed about safeguarding. The environment is well-maintained and inclusive. The safeguarding policy is comprehensive, and staff reported confidence in recognising and reporting concerns. Cultural sensitivity is evident in care and meal provision.