Alexandra House - Bury

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, support and wellbeing. This helped enable people to remain in their own homes where possible. The provider supported staff wellbeing, which enabled staff to deliver caring, person‑centred support. Staff described feeling valued and well‑supported by management.

There were enough staff to meet people’s needs. Before people started using the service their needs were assessed. Staff and teams worked together both internally and with external agencies. This was confirmed by the positive feedback we received from professionals who worked with the service.

There was a clear learning culture within the service, based on openness, honesty and transparency. People were involved in managing risk with new and emerging risks responded to timely. Systems and processes for managing accidents, incidents and untoward events were managed effectively. Systems and process to ensure safe management of medicines were in place and operated effectively. Staff were trained and were assessed as competent to administer medicines safely.

Consent to provide care was obtained by staff. Where appropriate, people were supported to access GP and primary care services.

Systems and processes for audit, quality assurance and questioning of practice. This included regular spot checks with staff around quality and safety. Feedback from people was obtained by the service and valued by the registered manager. People were kept up to date about developments and improvements via regular informative newsletters from the service.