Alexandras Community Care Penzance

Updated 24 August 2026

About the service

Alexandras Penzance is a domiciliary care agency providing personal care and support to people living in their own homes, including live-in care, in the West of Cornwall.

Who the service is for

Alexandras Penzance provides support to predominantly older people, people living with dementia, people with physical disabilities and people living with sensory impairments. At the time of our inspection, 91 people were being supported with the regulated activity.

We carried out this assessment on 1 September 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

Safeguarding systems were in place to safeguard people from the risk of abuse, staff understood their responsibility and were knowledgeable about different types of abuse and how and who they would report concerns to. Staff understood the process of recording accidents and incidents, including escalating concerns to managers. Incident reports were regularly analysed to identify any themes or trends to improve people’s safety. Risks to people were identified and actions put in place to mitigate risks, including environmental safety.

We checked whether the service was working within the principles of the Mental Capacity Act 2005 (MCA). People were not subject to unlawful or excessive restrictions, they had choice, control and freedom over their lives.

People were supported by enough staff who had the skills and knowledge to support them, this included the safe administration of medication. Risks were assessed and people were involved in the process, people told us, “The carers are well trained in using the hoist and there have been no incidents that would cause any concern” and “The manager visits and will ask me if I am happy with everything and makes any changes necessary to my care plan.”

The service demonstrated a culture of person-centred care, where staff understood people as individuals and adapted support to meet their needs and preferences and lived experience. Staff told us, “Communication with the management is amazing and they focus on person centred care” and “Compassionate, they [managers] believe in person centred care and are very supportive.” Care was delivered in a way that promoted people’s independence and emotional wellbeing, with evidence of positive outcomes. People’s health and wellbeing were monitored with appropriate escalation to professionals when concerns were identified.

Care plans were person centred and provided staff with detailed information on how to support people based on their assessed needs, choices and preferences. A staff member said, “Care plans are really good and always up to date. Anything that is new is updated straight away. All history is captured, likes and dislikes. Tasks are really detailed, explaining how it is expected to happen”.

Staff demonstrated an understanding of ensuring that people with protected characteristics experienced equitable care, support, and outcomes, without disadvantage or discrimination. A staff member said, “The end goal is to have people remain in their own home. Keeping their independence and having the freedom to move about their own home and to get out.”

Systems were in place to support the safety and effectiveness of the service, including live alerts to monitor care delivery, supporting oversight and helping to ensure people received their planned care calls at the expected times. Audits were completed regularly and identified risks and areas for improvement.

We received positive feedback from staff in relation to their experience of working at the service. Staff described feeling supported and spoke positively about working for the service, with one staff member saying, “They listen and they are caring, couldn’t have better bosses.”

Updated 24 August 2026

People’s experience

People and relatives spoke positively about their experience of the service and the care they received.

People described positive relationships with staff and told us they were treated with dignity and respect. One person said, “I have regular carers that I know well and trust.” Others commented, “I cannot fault them and they look after me well” and “They’re very kind to me.”

People told us they felt safe being supported by staff who understood their needs and delivered care in a consistent and supportive way. We received comments such as, “I feel very safe in the hoist”, and “I am so pleased I contacted them, they are so professional” and another told us, “I feel very safe with them, they are like my friends.”

People told us staff arrived on time, stayed for the expected duration, and were flexible in meeting their needs. One person told us, “My calls are on time” another said, “They are usually on time but if they are going to be late, they will ring me and let me know.”

People valued the support they received to maintain their independence. Staff were described as working alongside people in a way that enabled them to continue daily routines and retain control over their lives. One person said, “The carers have been such a support to me, both where I need physical help as well as improving my mental health.”

Continuity of care was consistently experienced and valued by people using the service. A relative said, “[Relative] has the same carers, [relative] may not know their names but knows their faces.” A person told us, “I have a group of regular carers that alternate.”

People and their relatives spoke positively about the involvement they had in care and their communication with the service. Regular reviews and contact with staff and management helped people feel listened to and supported. One person said, “I was very involved with my care plan and I felt listened to.” A relative told us, “The care planning has taken into account [relatives] personalised needs and they have tailored things for [relative]….[relative] is treated as an individual and as a person…. Not just someone who requires personal care.”