Alexandra Nursing & Residential Home

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 service 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 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 service 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 was person-centred and people had made choices about how their rooms were decorated and arranged. People who were cared for in bed were supported and felt comfortable. People told us they were happy living in Alexandra Nursing & Residential Home. One person told us, “[The staff] are very friendly and they go above and beyond. I get on great with them all.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care plans confirmed that relevant health and care professionals were contacted when people needed to see them.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was displayed around the care environment in a range of different formats including large print and pictures. There was information about current events, healthy eating and staff champions for key areas of care

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Complaints and compliments about the service were recorded and reviewed. Appropriate action was taken in relation to complaints and the duty of candour was applied. Learning was identified from complaints, and improvements to systems and processes were put in place.

The service made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and ensured they received care and support in line with their preferences and needs. People were treated fairly and equitably. One person told us, “I feel independent and I can go out but I have to go out with a member of staff.”

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. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Electronic care plans meant people’s information and profiles could be shared across multidisciplinary teams, where appropriate, to enable them to access the most effective care and support.

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. Discussions had taken place with people about their end-of-life care wishes which were reflected in their care plans. People’s decisions were respected and supported.