Alexandra House - Bury

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Feedback from people included, “The staff are very chatty and friendly and always look confident and professional." And “My relationship with the carers is very positive indeed, most of them respect us like a member of family”. We also saw evidence of positive feedback provided to the service from external health and social professionals, particularly around the quality of care and how well staff regularly conducted themselves.

The service treated people as individuals and ensured care, support and treatment reflected their specific needs and preferences. Care plans detailed what people could do independently and how staff should support them to maintain their skills and independence, including with personal care, mobility, and daily living tasks.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People told us consistently that staff always sought to promote independence wherever possible. Comments included, “The carers are very effective and right on the ball with [Person’s] personal care and the carers often describe exactly what they are doing to keep [Person] at ease”. And “The carers take care of not only my physical health but also advise and reassurance me in many ways. This in turn encourages me to persevere in trying to get fit again”.

Each year during the Christmas period, the service organised a festive event for clients and their families. This may be a meal or a small gathering, depending on the setting, and provided an opportunity for people to come together, socialise and enjoy the season. The service recognised that many individuals may be socially isolated or unable to access the community independently, so provided transport and support to ensure everyone can attend safely and comfortably. These events promoted inclusion, reduced loneliness and created positive shared experiences for clients and their families.
 

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. One relative told us, “I feel any of the carers are prepared to go the extra mile if they need to… they sometimes go beyond what we really need them to do… as a relative, we couldn’t do without them."

The service supported staff wellbeing, which enabled staff to deliver caring, person‑centred support. Staff described feeling valued and well‑supported by management. The registered manager and leadership team promoted a supportive environment, encouraging staff to raise issues and contributing to a positive culture that strengthened caring practice across the service.