Alexandra House

At this inspection improvements had been made and the provider was no longer in breach of legal requirements.

There was a welcoming, cheerful and friendly atmosphere at the service. A relative told us, "I'm so happy [Name] is here. It is free and easy here, people are well- presented, own choice how they dress, I value that. Staff do encourage choice and they sit and chat with people" and "Staff are lovely." Staff spoke positively about working at the home and the people they cared for. They said communication was effective to ensure they were kept up-to-date about any changes in people's care and support needs.

People's diversity as unique individuals with their own needs was respected by staff. The staff team knew people well and provided support discreetly and with compassion. People and relatives were positive about the caring nature of staff and had good relationships with them. They trusted the staff who supported them. People said they felt safe with staff support. A person commented, "I feel safe here. It's friendly and staff are around."

There were enough staff to support people safely and effectively. A relative commented, "There are plenty of staff. They are very active with the people, walking round with them." Staff had received safeguarding training and were clear on how and when to raise their concerns. Where appropriate, actions were taken to keep people safe.

Staff followed effective processes to assess and provide the support people needed to take their medicines safely. Staff contacted health professionals when people's health needs changed. Staff followed good infection control practices and the home was clean and well maintained. A person commented, "The place is immaculate and clean."

There were systems to assess the quality of the service, which were closely monitored. Improvements were made as a result of analysis of any accidents, incidents and feedback to ensure people received safe and person-centred care.

Processes were in place to manage and respond to complaints and concerns. A relative told us, "You can ask

them [staff] anything, they listen to you" and "If you have any complaints you can tell staff." People, relatives and staff gave us positive feedback and told us they had opportunity to comment on the service.