Alexandra House - Harlow

This report summarizes the findings of an inspection of Alexandra House - Harlow, a care home providing nursing and personal care. The inspection, conducted by the Care Quality Commission, assessed the home across five key areas to evaluate the quality of care and support provided to residents. The report highlights the significant improvements made since the previous inspection and the overall positive experience reported by residents and their families.

On safety, residents feel secure, and risks are well-managed with appropriate assessments and guidance for staff. Safeguarding processes are understood by staff, and medicine management is safe, though minor improvements were quickly addressed. There are sufficient staff to meet residents' needs, and infection prevention and control measures are robust, ensuring a safe environment for everyone.

In terms of how effective the care is, residents' needs are thoroughly assessed before admission and throughout their stay, leading to personalised care plans. Staff possess the necessary skills and training to support residents’ health monitoring and engage with healthcare services when required. Improvements have been made in food storage and the provision of modified diets, and efforts are ongoing to address specific feedback on breakfast orders.

Regarding how caring the service is, staff treat residents with warmth, respect, and dignity, recognizing and valuing their individual characteristics and preferences. Residents and their families are actively involved in care planning and decision-making, fostering a sense of partnership. A positive atmosphere is evident, with staff demonstrating genuine affection and attentiveness towards residents.

Concerning how responsive the service is, care plans are detailed and reflect residents' wishes and needs, with continuous efforts made to involve residents and their families in their care journey. The home actively displays feedback mechanisms, such as "You said, we did," demonstrating responsiveness to resident suggestions for improvements, like the addition of more quizzes.

Finally, on how well-led the service is, there are effective systems in place for monitoring care quality through regular audits, with prompt action taken on identified concerns. The registered manager and senior team are proactive in addressing issues, and the previous requirement for improvement has been fully met, demonstrating strong leadership and a commitment to continuous enhancement of the service.