Alexandra House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first full assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were detailed and focused on each person’s individual needs. We saw records clearly outlined people’s likes, dislikes and specific daily routine. People told us staff supported them in their chosen way. For example, one person preferred to wake up at specific time each morning. They confirmed staff respected this request and regularly brought them a warm drink of their choice to start the day. By following personal routines, staff demonstrated a person – centred approach to care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The registered and deputy manager discussed partnership working with health and social care partners to ensure people had positive outcomes. For example, they had weekly meetings to discuss people needs with the primary care team. Staff told us they had clinical support from the registered manager, deputy manager and registered nurses to ensure any nursing needs were met in a timely manner. People were supported to integrate into the local community; the service shared transport with another service to ensure people could travel out and about in the local community. The registered manager told us of plans to visit a local garden centre at the request of people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were documented in care records and interventions implemented as needed.People told us staff communicated clearly with them and kept them informed of changes. The registered manager ensured information was made available in alternative formats if required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People were able to provide feedback on their care, through care plan reviews and regular conversations. People said the management team and staff supported them to share their views to improve their experience. One person gave us an example of a request they had made to staff about a social opportunity and staff had actioned this without delay. This demonstrated staff were responsive to people’s feedback. People and their relatives were supported to raise concerns, complaints and compliments. Complaints were responded to in line with the providers own policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us staff supported them to access external healthcare professionals when needed. Records we reviewed demonstrated timely referrals to health and social care professionals were made when needed.This ensured people’s needs were met in a timely manner.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, we saw, and people told us about, how staff had supported them to access community facilities. Staff supported people to live their lives in their own way respecting people’s lifestyle choices and beliefs. A staff member we spoke with explained, how they supported people with their social and cultural needs and implemented social opportunities to prevent loneliness.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans had information relating to people’s end-of-life needs, however these needed further development to ensure any spiritual or religious needs were fully captured. Staff completed training to ensure people received compassionate and dignified care at the end of their life.People were supported to express their goals and wishes, through regular reviews.