Alexander House Care Home

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 assessment for this newly registered 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 and relatives told us the staff were kind and caring. During our visit we observed staff being kind and protecting people’s privacy by for example, making sure the bedroom doors were shut when providing care.

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 were treated as individuals. Staff knew people well and took time to find out their likes and preferences. For example, people were asked if they preferred a male or female carer to support them. Care plans outlined how people wanted to be supported and tailored individually. Outcomes were individual for example; encourage people to take part in activities that they are interested in such as gardening or music.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, people were encouraged to do things for themselves as much as possible. Equipment was available to support people’s independence. Staff told us they supported people to be as independent as possible. People were able to make choices for example, what meals to have and how to spend their time. If a person lacked the capacity to make a choice the team used a best interest approach. This was recorded in care records.

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. Staff responded to people’s immediate needs, for example, we observed staff supporting a person who was in pain and distress. They spoke to the person and updated them on what options were available to them. Staff contacted a health care professional for further advice. Staff were able to explain how they would manage an emergency for example if a person had a fall. They told us they would seek medical attention if required, reassure the person and carry out an on-the-spot assessment before taking any further steps.

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 they were well supported and the manager had an open-door policy. The provider supported the team to have a good work/life balance, for example, by offering flexibility around shifts. Gifts to say thank you were provided to staff and if they had other concerns there was an external agency they could call for support.