Keychange Charity Alexander House Care Home

Updated 2 June 2025

Date of Assessment: 3 June 2025.

The service is a residential care home providing support to older people. At the time of our inspection there were 20 people residing at the care home, the majority of whom were living with dementia.

We undertook this unannounced inspection because we had rated them requires improvement for the well-led key question at their last inspection as they did not have a registered manager in post. We also received information of concern about how the service managed risk, medicines and staff training.

This responsive onsite inspection was conducted by a single Adult Social Care inspector. We reviewed all 15 quality statements related to the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating.

Based on the findings of this inspection we continue to rate the service good overall.

We found the service had made improvements. At their last inspection, the service did not have a registered manager in post. At the time of this inspection, although the service was still without a registered manager, a new manager had been appointed and had submitted an application to register with us. This application has been received by the CQC and is currently being assessed.

However, we also found 1 breach of the legal regulations in relation to the safe management of medicines. In addition, we identified new concerns in relation to the way the service managed formal staff support and operated their quality monitoring systems. We discussed these issues with the managers at the time of our inspection, who agreed to take appropriate steps to address them.

These issues described above notwithstanding, the service continued to have a good learning culture. People were able to raise their concerns and have their voices heard. Managers investigated incidents thoroughly. People were protected from abuse. Staff understood and managed risks well. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Infection risks were managed well.

Managers and staff had a shared vision and culture based on listening, learning and trust. The service had a culture of inclusivity which had led to people experiencing positive outcomes. Managers were visible and knowledgeable, helping staff develop in their roles. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers and staff worked closely with the local community to deliver the best possible care and were receptive to innovative ideas.

Updated 2 June 2025

During our inspection we received verbal and/or email feedback from 4 people living at the care home, 5 relatives/friends and 3 external community health and social care professionals. We also received comments from various managers and staff who worked for the provider including, the services new manager, new deputy manager, a senior regional quality lead manager, 2 care staff and a maintenance person.

People living at the care home, relatives/friends and external care professionals were positive about the quality of the care and support provided by the service. People said they felt safe and were contented living there. Typical comments included, “This is a wonderful place to live. Much better than the last care home I lived in”, “My [family member] has been treated with a level of care, dignity, and attentiveness that far surpasses what we experienced in previous care settings. The staff are not only professional and knowledgeable, but also exceptionally kind and warm. When I visit, they greet me with enthusiasm and always speak kindly and respectfully to my father, engaging with him in a meaningful way”, “The managers and staff are all lovely. They’re so caring and kind. I’m very happy with the care the home provides my [family member]”.

People were equally complimentary about the way the care home was now being run by the new managers and how accessible and approachable they all were. One person told us. “The new manager is slowly making the place a much better place for us all to live.” A relative added, “The new managers are very approachable and have made a good start improving the care home.”

People’s safety was prioritised and staff knew how to keep people safe from abuse or harm. People were supported by staff who were skilled and experienced and provided care in line with their choices and preferences. There was an open, friendly and welcoming culture at the service people described as homely.

Some people could not directly tell us about their experiences of living at the care home. We used a structured observation tool to assess whether they received safe care. This approach showed people were included and listened to and staff consistently interacted positively with them.