Enter and view: Alexandra House

Healthwatch Coventry undertook an enter and view visit to Alexandra House. The purpose of the visit was to understand residents’ lived experiences of care, support, the building environment, activities, communication, and wellbeing, and to use this feedback to support service improvement.

Healthwatch Coventry spoke with six residents during the visit, out of a total of forty residents living at Alexandra House, eleven of whom currently receive care. Most residents are largely independent, and the feedback collected represents a snapshot of experiences on the day rather than a full assessment of the service.

Residents were generally very positive about the care they receive, especially during the day. Four of the six residents rated their care as ten out of ten, and many described staff as kind, approachable, respectful, and supportive. Residents particularly valued receiving care from familiar staff based at Alexandra House rather than from external carers. However, some residents reported difficulties accessing other services, such as social work reviews or equipment, when their care needs changed.

Communication within the scheme was viewed positively, with five out of six residents saying they received enough information and felt listened to. Notices were considered accessible, including for wheelchair users, and residents described staff as working closely together.

The building itself was seen as clean, warm, well maintained, and generally suitable for residents’ needs. Five out of six residents said they felt good about the building. The main concern raised was the reliability of the single lift, as residents felt stranded when it was out of use. Smoke from cigarettes was also noted as an issue in some areas.

Food provision was a significant theme. The on‑site café is no longer operating due to low uptake, meaning residents either prepare meals in their own flats, receive meals from carers, or have food brought in by relatives. While residents understood why the café had closed, they expressed disappointment that the facilities were no longer in use.

Activities at Alexandra House were limited, with most social interaction revolving around resident‑led events such as birthdays or occasional entertainment. Some residents enjoyed organised outings and performances, but both residents and staff acknowledged that more activities could be beneficial. Staff explained that activity levels reflected residents’ independence and personal choice, as many preferred to engage with the wider community rather than attend on‑site events.

Staff feedback highlighted that they find their work rewarding and feel well supported by management, with access to ongoing training. However, they noted challenges such as limited hours at Alexandra House, requiring staff to work across multiple sites, and restrictions around responding to resident falls, which require calling emergency services rather than assisting directly. Staff also expressed a desire for a dedicated activities coordinator.

Healthwatch’s observations supported much of the feedback, noting positive interactions between staff and residents, a calm and organised environment, respectful care practices, and clear signage. The communal lounge was spacious and welcoming but underused at the time of the visit.

The report concludes that Alexandra House provides a strong foundation for supporting residents to live independently with appropriate care. Residents highly value the care and support they receive, particularly from day staff, and feel safe and comfortable in the building. However, improvements are recommended around communication about night staff roles, contingency planning for lift failures, activity provision, accessibility signage, and addressing smoke issues. Healthwatch Coventry will continue to monitor progress and review actions taken in response to these recommendations.