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33 Springfield Road


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Profile Strength
Excellent 92%
Care Type Care Home
Care Category Nursing | Dementia | Respite | Residential
Availability Yes
Weekly Prices From £750.00
Regulator's Rating Requires Improvement
Meet The Manager

Kelly Mano is the Registered Manager at Elburton Heights.

Hello, my name is Kelly,

I have been a Registered General Nurse since 2007 when I qualified at Plymouth University. 

I began my career as a District Nurse in the local community, building clinical skills and finding my passion for End of Life care. Following this, I commenced with Harbour Healthcare in 2017 as a Deputy Manager at Devonshire House and Lodge. 

In 2019, I was promoted to Home Manager at Elburton Heights where I commenced a Leadership and Management course with the Local Authority. 

I am proud to lead an enthusiastic team. We are passionate about care and we strive towards achieving an outstanding Care Home.

Kelly Mano

Welcome to Elburton Heights Care Home which is located in the Elburton area of Plymouth. Very close to shops, public transport and amenities, this home is at the very heart of this community!

Home Manager, Kelly Mano, welcomes visits to the home or is happy to give further details should you wish to telephone the home.


Together we are dedicated to enhancing the wellbeing of all, through quality, excellence and fun.


Humility Accountability Achievement Passion Integrity


To be the home of choice in our local communities

Elburton Heights Virtual Tour
Care Options We Can Provide
Support For Companionship, Convalescence, End of Life, High Dependency, Learning Disability (ALD), Mental Healthcare, Palliative, Personal care, Reablement, Rehabilitation, Support for Couples.
Disability Support Bed Bound, Hearing Impairment, Physical Disability, Physically Frail, Requires Hoist , Speech Impairment, Visual Impairment, Walking Frame, Wheel Chair Bound.
Medication By Mouth, Change Catheter, Injection, Suppository.
Nursing Specialisms Aids, Alcohol and Drugs misuse, Bariatric care, Cancer, Cerebral Palsy, Chronic Traumatic Encephalopathy (CTE), Creutzfeldt-Jakob Disease, Crohn's Disease, Depression, Diabetes, Epilepsy, Heart Disease, Huntington Disease, Korsakoff, Liver Disease, Lung Disease, Motor Neurone Disease (MND), Multiple Sclerosis, Muscular Dystrophy (MD), Normal Pressure Hydrocephalus, Parkinson's Disease, Posterior Cortical Atrophy, Prader Willi Syndrome, Schizophrenia, Stroke, Traumatic Brain Injury, Ulcerative Colitis.
Type Of Dementia Mild Dementia, Moderate Dementia, Severe Dementia.
Dementia Behaviour Challenging Behaviour, Wandering .
Dementia Specialisms Alzheimer's, Frontotemporal, Lewy Body, Mixed Dementias, Picks Disease, Vascular Dementia.
Respite Care Yes

Autumna has invited care providers to evidence the infection control measures they are carrying out, above and beyond those laid out by the government, in order to keep residents, staff and visitors safe.

Connectivity for resident testing, monitoring & communications

Infection control and the safety of both residents and staff often requires quarantine measures and the isolation of care home residents. To test, monitor and allow residents to communicate with relatives, the prevalence of room-level connectivity within the home is becoming increasingly relevant.

Wireless Internet access (WiFi)

Yes, our care home has WiFi in all our resident’s rooms.

Mobile Phone Network Coverage (mobile “signal”)

Yes, our care home has mobile phone signal in all our resident’s rooms.

Telephone for external calling

Yes, our care home provides a telephone in all our resident’s rooms.

More details coming soon

Social media provides an up to date window on the activities within a provider's setting.

With the restrictions on visiting during the pandemic, social media platforms such as these offer real insight when you are choosing a provider.

Infection Control Safe We are on Facebook

Minimum Age

LGBTQ Welcome
Harbour Contract .doc
Our Building and Facilities

This purpose built care home provides local people with residential and nursing care, as well as, a specialist environment for those who have the impact of dementia affecting their daily lives. 

Daily life at Elburton Heights is enhanced by a ‘hidden gem’ of an enclosed garden with fish pond, flowers, shrubs and raised beds. Many of the rooms overlook the garden and through the double doors from reception, the area is easily be accessed by residents and visitors and offers a really pleasant place for everyone to enjoy.  In the summer months the garden is a very popular place to be!

Is Our Home Purpose Built

How Many Floors We Have

Who Owns Our Building

Communal Rooms
Coffee Shop / Café, Dining Rooms, Library, Sitting Rooms, TV Lounges.

What Else Do We Provide
Assisted Bathroom, Chiropodist, Chiropractor, Dentist, GP, Hairdressers, Lift, Minibus, Nutritionist, Optician, Smoking Area.

Our Garden
Communal Garden, Communal Patio, Pond or Lake, Seating.

How 'Smart' Are We?
Reduce Plastic Use.


Our Photos


Accommodation at Elburton Heights is provided in single rooms, all of which are en-suite. Some rooms are spacious enough for sharing by companions and couples, should that be required.

About Our Rooms
Number Of Rooms 73
Number Of Ensuite Rooms 70

Type Of Room
Double Room, Single Room.

Room Features
Direct Garden Access, Furnished, Garden View, Step Free Access.

Room Facilities
Alarm, Balcony, Freeview TV, Internet Access, Safe, Secure Access, Telephone Point.

Our Photos

The care team are well trained and qualified to deliver the very best of care. With care plans tailored to each person, the individual needs of residents are highlighted and the support and care provided ensures that independence, choice and dignity are promoted at all times.

Our Team
Alix Skinner
Alix Skinner
Deputy Manager

Hello, my name is Alix, 

I have worked in care homes since I was 16 years old. My first role was a Kitchen Assistant but as soon as I turned 18, I became an Activities Co-ordinator, as it gave me the opportunity to interact with the residents and plan meaningful activities for them. 

During my Teacher training at Plymouth University, I decided to become a Care Assistant as I was passionate about meeting the residents individual needs and I wanted to begin my NVQ’s in Health and Social Care. 

When I qualified as a Teacher, I realised that I couldn’t leave the health care sector and decided to become a part-time Senior Care Assistant as well as a part-time Teacher. 

In 2019, I was offered the opportunity to begin my Level 5 Diploma and I accepted the role of Deputy Manager at Elburton Heights Nursing Home. Since being in my current post, I have also completed a Leadership qualification and look forward to progressing within my career.

Heather Metcalf
Heather Metcalf
Clinical Lead

Hi, my name is Heather,

I qualified as a RGN September 1999.  The majority of my experience has been in operating theatres in various specialities including ENT, Obstetrics and Gynaecology and Maxillofacial.  I then moved into a Care Home environment working as an RGN and then became Deputy Manager.  During this time, I really missed the operating theatres and returned to this.  However, I then began to realise how much I missed the residents in the Care Home environment and decided to apply for the position of Clinical Lead at Elburton Heights Nursing Home.  My passion is Palliative Care.

I can truly say I have landed in the best family run Home, being part of a great team who are like family to me and feel truly valued which makes me want to bounce out of bed each morning and head off to work.

Jill Pollard
Jill Pollard
Unit Manager - Dementia Residential environment

Hi, my name is Jill,

I have been working in care since 2000, during this time, I completed my NVQ 2 and NVQ 3 by 2004. After that, I studied to gain my NVQ assessor award and worked as a Senior Care Assistant on the Dementia and Mental Health units.

In 2018, I joined Elburton Heights and became their Dementia Champion and the Manual Handling Co-ordinator. In October 2019, I began my NVQ Level 5 and soon after, in February 2020, I became Deputy Manager of the Sycamore and Birch unit. I thoroughly enjoy working at Elburton Heights and look forward to progressing in my future career here.

Kelly Mano
Kelly Mano
the Registered Manager

Hello, my name is Kelly,

I have been a Registered General Nurse since 2007 when I qualified at Plymouth University. 

I began my career as a District Nurse in the local community, building clinical skills and finding my passion for End of Life care. Following this, I commenced with Harbour Healthcare in 2017 as a Deputy Manager at Devonshire House and Lodge. 

In 2019, I was promoted to Home Manager at Elburton Heights where I commenced a Leadership and Management course with the Local Authority. 

I am proud to lead an enthusiastic team. We are passionate about care and we strive towards achieving an outstanding Care Home.

Sally Thornton
Sally Thornton
Unit Manager - Dementia Nursing environment

Hello, I'm Sally,

I qualified as an Enrolled Nurse (EN) in 1983 at St Bartholomew’s Hospital, London. In 1984 I relocated to Plymouth and worked at Derriford Hospital.  

After a career break, to have a family, I left the NHS and returned to the Nursing Home environment in 1990.  

I completed my EN Conversion Programme in 1999.  

As a RGN I have managed various environments.  However, I missed the interaction with residents and wanted to maintain my clinical skills.  In 2008 I returned to my role as RGN and became the Clinical Support Nurse at a Care Home and went on to be Deputy Manager.  

I joined Elburton as Unit Manager of the Dementia Nursing environment.  I am truly settled as part of a supportive Management Team.

My passion is Oral Health and End of Life Care and I continue my professional development in order to deliver the highest standard of person-centred care.

Weekly Fees Start From Fee
Residential Fees From / Price Per Week £750.00
Nursing Fees From / Price Per Week £900.00
Residential Dementia Fees From / Price Per Week £750.00
Nursing Dementia Fees From / Price Per Week £900.00
Respite Fees From / Price Per Week £750.00

Funding Types
Local Authority Plymouth
Region South West
We Accept Self-Funding Clients Yes
We Accept Local Authority Funding Yes
We Accept NHS Continuing Healthcare Yes
We Accept Third Party Top-Ups Yes

Choice Dining Logo

Choice Dining is a food-focused accreditation designed to give care-seekers like yourself the ability to consider and compare the dining experience within different care settings.

To be awarded the Choice Dining badge, a care home will have committed to delivering exceptional dining experiences with a strong focus on preference, individuality, hygiene and the environment. You can explore the specifics of all participating homes in the tab below to learn more about the food on offer, how it is served and presented and what they’re doing to cater for your personal taste. For more information about Choice Dining please click here.

Styles of Food Pink tick icon Gluten-free Pink tick icon Halal Pink tick icon Kosher Pink tick icon Pureed Pink tick icon Vegan Pink tick icon Vegetarian
Our Menu Pink tick icon work menu week 1.pdf
Our Photos
Activities Are So Important

An active weekly community coffee morning is at the heart of our homes activity programme and brings friends and families into the home for a morning of chatter and friendship. Craft activities, entertainers and organised special events ensure that this home offers a choice of daily activity. Never a dull moment, unless that’s just how you like it.

During the COVID-19 pandemic, activities have been different with less communal activities, outings and of course no visits from our wonderful entertainers, schools and communities. However, that hasn't stopped us as you can see from our photos. We even entered the Virtual Care Home Olympics!

Our Photos

Activities rota 1_1.docx Activities rota 2.docx Activities rota 3.docx Activities rota 4.docx

Activities At Home
1 to 1 Activities, Animal Petting, Bingo, Birthday Celebrations, Board Games, Card Games, Choir, Cooking, Crafts, Crosswords, Dancing, Excursions, Exercise Class, Flower Arranging, Gardening, Knitting / Embroidery, Music Entertainment, Painting, Pet Therapy, Quiz Games, Religious Services, Reminiscence, Residents' Committee, Singing, Themed Events, Visiting Entertainment, Word Games.

Activities Outside Our Home
Cinema, Garden Centre, Local Tourist Attractions, Park, Pub, Shopping, Theatre.
Our Pets
  1. 4.1 Elburton Heights promotes a culture where it recognises the benefits that animals can have on the wellbeing of Service Users and will aim to accommodate a Service User's pet and visiting animals. However, the health and wellbeing of Service Users and staff will take precedence when considering the accommodation of a pet or visiting animal.
  2. 4.2 Staff are responsible for informing Ms kelly mano of any known allergies that may affect them if they come into contact with animals at Elburton Heights.

Staff will also ensure they are aware of Service Users who may have allergies and that this is clearly recorded within their Care Plan.

  1. 4.3 When considering pets and visiting animals, Elburton Heights has a duty to comply with, and adhere to, the Animal Welfare Act 2006. Staff have a duty to report any concerns of animal cruelty.
  2. 4.4 Due regard and vigilance will be paid to the management of infection control risks associated with keeping pets and an effective risk management system will be in place and documented.
  3. 4.5 Roles and responsibilities will be clearly defined within the pet assessment and arrangement documentation as attached to this policy. This will clearly define accountability and must be in place for any accommodated pet.
  4. 4.6 The Service User and/or their family will be consulted throughout the decision-making process, with a clear explanation provided in the event of being unable to accommodate the animal.
  5. 4.7 This policy and procedure also applies when Elburton Heights chooses to house its own pet for therapeutic purposes.
  6. 4.8 Ms kelly mano will have the final decision as to whether Elburton Heights can accommodate a pet or visiting animal.
  7. 4.9 Elburton Heights will only accommodate small household pets. Large pets, exotic species, or animals requiring substantial support from care staff cannot be accepted.
  8. 4.10 Once the decision has been taken that the home will accommodate a Service User’s pet, then the preference is for the pet to remain in the Service User's room as long as this does not affect the ability of Elburton Heights to provide care to the Service User.
  9. 4.11 When accommodating visiting animals as part of activity provision, Elburton Heights will gain assurance that the companies used hold the required insurance and documents relating to the current vaccinations and health of the animals expected to visit.
  10. 4.12 Ms kelly mano will pay attention and due heed to the Dangerous Dogs Act 2014 and The Dangerous Wild Animals Act 1976 and not accommodate or allow visits from the prohibited animals stated, as well as complying with Section 3 of the Act that applies to every dog owner in England and Wales. Under this section, it is a criminal offence for the person in charge of the dog to allow it to be ‘dangerously out of control’ in a public place.

5.1 Assessment and Management of Potential Pets

It will be assumed that the Service User and/or their family member will enquire about the opportunity to have a pet at Elburton Heights during the pre-admission process and through ongoing conversations. Once an enquiry is raised, Ms kelly mano (or a designated other) will:

  • l Provide the Service User and/or their family members with a copy of this policy
  • l Gather all the information necessary for a robust assessment as detailed within the attached assessment form and complete the assessment to identify its feasibility
  • l Inform the Service User and/or their family member of the roles, responsibilities and accountabilities identified in section 5.4 of this policy
  • l Complete a full risk assessment to identify the views and feelings of other Service Users and the impact a pet would have on them

The final outcome will be recorded on the assessment form.

Once confirmed by Ms kelly mano that a pet can be accepted, Ms kelly mano or a designated other will complete the attached management plan for keeping a pet at Elburton Heights.

5.2 Communications

Agreed arrangements will be shared with all staff to ensure that they understand the management plan contents and what they are responsible for.

Staff must inform Ms kelly mano of any known allergies so that action can be taken to minimise exposure and reduce the effects of the allergy.

5.3 Roles and Responsibilities - Registered Manager

Ms kelly mano will agree to have the following responsibilities:

  • l To ensure that pet accommodation is managed appropriately and safely and not accept the pet until all risk assessments and management plans are in place
  • l To make the final decision to accept a pet based on the number and type of animals already residing at Elburton Heights and the type and behaviour of the proposed pet

5.4 Roles and Responsibilities - Service Users and/or their family

Service Users and/or their family will agree to the following responsibilities:

  • l Paying all fees and charges in respect of food, vet fees, worming, other treatments and other costs associated with keeping the pet
  • l Washing of bedding and baskets at scheduled times on an ongoing basis
  • l Subscription to an insurance scheme which ensures payment of veterinary fees or that they pay all costs associated with the care of the pet
  • l Any cost incurred by Elburton Heights as a result of damage caused by the pet
  • l Provision of food and other items such as a lead, bedding, litter tray and a regular supply of litter or sanded sheets for caged birds
  • l Dogs or cats to be neutered and microchipped before coming into Elburton Heights
  • l Regular flea and worming treatments where required
  • l All cost implications of maintaining the pet
  • l All transport to and from the vet for treatment
  • l Arranging for the removal and disposal of the pet's body when it dies. The garden at Elburton Heights cannot be used as a ‘pet cemetery’

In circumstances where the Service User is unable to fully understand this agreement, the family must agree to take full responsibility in abiding by this agreement and acting on the Service User's behalf.

5.5 Support Provided by Elburton Heights

The following support from Elburton Heights will be provided wherever possible:

  • l Where applicable to the type of animal, the provision of fenced garden space
  • l Staff who are 'animal-friendly' to exercise the pet (when the Service User is unable) and clear up after it, disposing of waste appropriately

  • l Staff to be prepared to empty litter trays if the Service User is unable
  • l Staff to help with feeding the pet if the Service User is unable
  • l Staff to transport the pet to and from the vet in an emergency situation only if the owner/family are unable to do so

5.6 Infection Control Considerations

The Infection Control Policy and Procedure must be referred to for the key principles in reducing the risk of infection. However, as a minimum, staff will ensure that:

  • l Service Users are offered handwashing facilities pre and post animal contact. Staff must wash their hands in accordance with the Infection Control Policy and Procedure and pre and post animal contact
  • l Animal foods and water stations are not located in food preparation areas at Elburton Heights
  • l Pet foods are stored separately from food for humans, are prepared and served with separate utensils which are then washed separately using a neutral detergent and hot water
  • l Animals are not allowed in the kitchen
  • l There is timely cleaning of areas that have been soiled and informing the housekeeping team if extra cleaning is required
  • l Staff refrain from handling animals when wearing their uniforms. However, where this is unavoidable, disposable aprons should be worn
  • l Disposable gloves and plastic aprons are worn by the pet handler when cleaning up animal urine and faeces
  • l Steam cleaning of soft furnishings and carpets is completed as required
  • l Waste material is disposed of immediately as clinical waste – in a sealed offensive waste bag
  • l Staff and Service Users who come into contact with an animal will cover all new and existing cuts and grazes with waterproof dressings and/or gloves
  • l Staff will have an awareness of zoonosis and have access to resources to inform others

5.7 Changing Needs

The following situations may arise when it is no longer acceptable to keep a pet at Elburton Heights:

  • l When it has a negative impact on other Service Users or staff
  • l When the Service User can no longer look after their pet or has passed away (and no alternatives can be arranged to keep the pet at Elburton Heights

If Elburton Heights chooses to continue to accommodate the animal in the absence of the Service User due to death, Elburton Heights will take on the financial maintenance costs.

Where it is not possible to accommodate the animal, Elburton Heights will do all it can to put the Service User and/or their family member in contact with organisations who may be able to assist with re-homing.

5.8 Animal Welfare

Any staff member who has a concern regarding the wellbeing of a pet must report this to the duty senior at the earliest opportunity so that appropriate action can be taken.

Ms kelly mano, or a designated other, must contact the Royal Society for the Prevention of Cruelty to Animals (RSPCA) to report someone neglecting or being cruel to an animal in England or Wales.

RSPCA 24-hour cruelty and advice line 0300 1234 999

24-hour service

5.9 Visiting Animals

An assigned member of staff will be designated to oversee the management of visiting animals. Their role will include the following:


  • l The offering of a visit to Elburton Heights to determine where the animals will rest, be exercised, provided diet and fluids, etc.
  • l All staff and Service Users who will come into contact with animals will be given information and instruction on hand hygiene, safe animal handling and infection risks
  • l Ascertaining the preferences of the Service User in relation to the types of animal they want to see in their home and if they choose not to be part of the visit, which will be respected

  • l That they have seen evidence of the service maintaining animal vaccinations and that the animals have been seen by a vet
  • l Completion of a robust risk assessment and management plan
  • l Considering the needs and preferences of those Service Users who cannot determine if they would like to be part of the visiting animal experience due to cognitive difficulties. In these cases, the views of families will be gathered in combination with knowing the Service User to determine the likelihood of the experience resulting in a positive outcome
  • l The animal must be exercised prior to the visit to reduce the risk of elimination on site
  • l Animals are well and do not display any signs of illness such as diarrhoea and vomiting
  • l Animals are recorded in the visitor book along with the named person overseeing their care
  • l Managing any distress from Service Users at the time of visit
  • l Adhering to section 5.6 of this policy
  • l First aid kits are accessible in the event of an individual getting scratched or bitten
  • l The visiting animal's owner carries out regular cleaning and disinfection and disposes of all animal waste safely
  • l Animals are constantly supervised and managed by the company so that Service Users and employees with whom they come into contact remain safe
  • l Dogs are kept on a leash at all times and remain under the supervision of the person bringing them to the visit
  • l Assessing the experiences of Service Users who do not have the capacity to be involved, tentatively and sensitively to provide the opportunity to be involved at the time of the visit

Preparing for the Day

During the Visit

5.10 Accidents and Incidents

Any incident involving an animal and a Service User, visitor or member of staff must be reported to a senior member of staff and recorded on an accident form.

Dependent on the severity of the injury, Ms kelly mano will consider the essential need to report to regulatory bodies such as the CQC, the Plymouth Local Authority Safeguarding Team and RIDDOR.

All accidents and incidents will be reviewed by Ms kelly mano and used as an opportunity for reflection of practice and a means of reviewing and learning to prevent and reduce the risk of reoccurrence.

5.11 Training and Education

  • l Staff will need to be familiar with the contents of this policy
  • l Staff can be made aware through local induction
  • l Staff must also hold competence in infection control and have attended training in relation to this as a mandatory requirement of Elburton Heights

5.12 Review

The situation will be kept under regular review to ensure that the continued accommodation of the pet is appropriate. This is particularly important when a pet becomes ill or requires specialist care that cannot be provided at Elburton Heights. All accommodated pet care reviews will be recorded on the assessment and management record attached.

Staff will seek feedback from Service Users following a visiting animal experience, and determine its repeated use based on their views and suggestions.

Can You Bring Your Pet

How We Help With Your Pet
Feeding, Sanitation, Walking.

We Welcome
Cats, Dogs, Others (subject to review).

33 Springfield Road

Regulator: CQC

Current Ratings
Overall Requires Improvement
Safe Requires Improvement
Well Led Requires Improvement
Caring Good
Responsive Requires Improvement
Effective Requires Improvement
Inspection Reports
Last inspected 24th February 2022
Last rated 20th November 2019

13th April 2022

20th November 2019

2nd May 2019

21st September 2018

27th June 2017

Registration Date 3rd June 2016
Service Provider Harbour Healthcare Ltd, SK4 1RD
Bus Stop nearby, Car Park on-site, Ferry, Train Station nearby.

Places of Worship
Anglican Church, Buddhist Temple, Catholic Church, Gurdwara Temple, Methodist Church, Mosque, Synagogue.

Nearby Services
Garden Centre, Hospital, Park, Pub, Restaurant, Shopping Centre, Shops.
Our Awards
2021 Top 20 Award for the 5th year running 2021 Top 20 Award for the 5th year running Top 20 Award for the 4th year running Top 20 Award for the 4th year running

Frequently asked questions about Elburton Heights

Elburton Heights was given an overall rating of "Requires Improvement" by the CQC in November 2019.
Elburton Heights provides Nursing, Dementia, Respite and Residential care.
Elburton Heights has 73 rooms.
Prices for Elburton Heights start from £750.00 per week.
Elburton Heights is owned by Harbour Healthcare.
Yes. Elburton Heights does offer Residential care.
Yes. Elburton Heights does offer Respite care.
Yes. Elburton Heights does provide care for people with Dementia.
Elburton Heights comes under Plymouth.
Elburton Heights accepts Local Authority clients.
Elburton Heights accepts NHS Continuing Healthcare clients.
Kelly Mano is the manager of Elburton Heights.

Profile Last Updated: 14 May 2022 | Report this Profile

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