Alexander Court Care Centre Also known as 1-3977761030

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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.

Records about people were written in a respectful and considerate way that detailed people’s needs. Staff interacted with people in a person-centred way. Staff were aware of the different needs of people.

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 provider worked with people and their relatives to provide consistent and person-centred care. People’s needs were understood by staff. People were supported to access healthcare services and the provider worked well with other care services to help ensure people’s needs were met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider made efforts to produce information in writing and with pictures to support understanding of what they offered. There was a great deal of easy read information about a wide range of things which were of interest including information relating to people’s health and activities for people to get involved in.

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.

Systems were in place for people to feedback about the service and the care they received. For example, an annual survey was held to seek people’s views. In addition, the service held regular meetings for people who used the service and separate relatives’ meetings. A relative told us, “I always go to the relative’s meetings. You can put forward any problems, they listen, if you want something done they will do it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had access to the support and services they required. For example, a GP visited the home every week to discuss any concerns the staff had in relation to people’s health. People were also supported to access community facilities such as a local pub and places of worship.

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.

People’s equality and diversity needs were covered in their care plan. This included people being able to choose the gender of their care staff. Two activities coordinators were employed who facilitated various activities. We observed a well-attended game of bingo on the day of our inspection and some people being supported to play a game of skittles. A relative told us, “[Person] thinks they work there, they do little things like take the biscuits round. They enjoy the activities, coffee mornings, coordination games. [Person] loves going in the garden. They do a lot for them, cheese and cracker parties, quizzes. They’re happy.”

People were not always 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 not always been developed for people around end-of-life care. We discussed this with the registered manager, and they told us that many families find this a difficult subject to talk about. The registered manager told us they would record conversations with families in people’s care plans and respect their wishes if it was a subject too difficult for families to talk about.