Alexandra House

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.

This is the first full assessment for this service. This key question has been rated 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us, all staff were kind and caring. A person we spoke with said, “The staff are very kind with me, all of the staff.” We observed staff to treat people with dignity and respect. Staff told us they treated people with compassion and dignity. The registered manager treated people, staff and visitors with kindness and a welcoming attitude, they displayed the providers values and led by example.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us staff knew them well and respected their choices. A person we spoke with told us staff altered their communication style to ensure they could hear staff clearly. This meant staff treated each person as an individual and tailored their approach to meet their needs. Care plans detailed people’s needs and preferences. For example, information relating to a person’s family and social history and any requirements were detailed within their care plan. This meant staff had accurate information to ensure people’s individual needs were met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff promoted people’s independence and respected their choices. People told us staff supported them to maintain their independence, a person said, “The staff help me with my independence they are very polite and help me when I am walking with my stick, we have a laugh and a joke.” Staff respected people’s personal preferences. We found when people requested a carer of a specific gender, particularly for personal care, the service made every reasonable effort to meet these wishes. This approach ensured people’s choices and independence were respected.

The provider 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. People said they did not have to wait for care and support. Records and our own observations confirmed that calls were answered without delay. This ensured people’s needs were met in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us the management team were supportive, they felt valued and empowered in their roles. This approach meant staff worked well together to meet people’s needs.