Queen Alexandra Cottage Homes

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

People and their families were supported with the transition to move into the home. There was regular communication with health care professionals to ensure people’s health needs were met. Families were involved in supporting people with their health needs. This was through regular communication with staff at the home and health care professionals. People, and those important to them were supported to make decisions about their own care and support.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The manager told us about referral system for onward health and social care provision. The GP has regular weekly ward round when they visit the home and meet people face to face. The managers contact the GP surgery at any time if they have any concerns or questions, these are generally responded to promptly. When anyone sustains a wound, these are referred to local Tissue Viability Nurse for assessment and review. If other health professionals are required initial referral is made through the GP. (SaLT, dietician, Falls team, physio etc). Once contact has been made the managers will liaise directly with the professional. The manager told us there was a good relationship with professionals.

Feedback from people and their relatives was positive. One relative described how the service involved them with their loved one’s care. This included linking with the GP and local authority to ensure appropriate care and treatment. Relatives gave us examples of how their loved one’s health needs were met in a timely way. This included optician and dental visits and regular GP visits. One relative gave examples of how the service had worked with people in the home who had partners in the independent living to ensure health needs of both were met and ensure eventual transition of both people to the care home was smooth and appropriate. One relative told us, “[Name] health needs are met, the GP does ward rounds every week, which is wonderful, she sees the same GP every week. We asked to see the doctor as she has deteriorated, they arranged that, and she is now palliative, but they haven’t given up with her. She is still given choices, options, and alternatives".

There were processes in place which staff followed to ensure people received the health care support and treatment they needed. People’s care plans included information about the healthcare professionals involved in their care, with details of the treatment provided.

We contacted professionals for their feedback, but we did not receive any responses.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People's relatives told us they had good communication with the registered manager and staff. Relatives told us staff updated them when needed and contacted them. One relative said of they had any concerns they would talk to, " staff, nurses and care assistants who we know very well… we have regular conversations with all of them.” Another relative said, “if there are any problems, they call me straight away. We always get an up-date when we go in.“ Relatives told us that their loved ones were supported and encouraged to take part in activities they enjoyed. One relative said “that there are all sorts of games and mum can go in the garden. Both activity co-ordinators are good". Another relative told us that their mum “is bed-bound but staff go in and sit with her and give her puzzle books, make sure she is fine".

People's care plans had information about their individual preferences, personal history and background. Resident surveys had recently been distributed to people

People's equality and diversity was respected. Staff were knowledgeable about people’s religious and cultural preferences and gave examples of how they supported these. For example, staff and leaders told us how they support people to maintain their preferred religious practice. This included supporting people to attend church and in-house services. Staff understood people's communication needs and provided different ways to support people to participate in activities. For example, using a whiteboard for people with a hearing impairment. Staff also told us for how they support people who are less active, for example, “we just go in for a chat, do word searches, or quizzes, might do their nails or tell them about the news.” Staff told us they knew how to raise concerns about discriminatory or abusive behaviour.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.