Albany House - Doncaster

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Members of staff were kind and caring. We observed them delivering compassionate care and support. One person told us, “The staff are very kind. That’s what I like the best in here.” Another person said, “If you get upset, [the staff] are there for you. They talk to you and you get a lot of hugs if you are upset. They are a lovely bunch.” A relative told us, “The staff are unbelievably nice. They are not sullen; they are all nice and smiley.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The provider told us, “By championing diversity and embedding inclusive values at every level of the organisation, we continue to create a home where every individual is treated with dignity, compassion and respect.” People were supported to live their own life as they wished. A relative told us, “It is not just [family member] they support, it is me too. They checked on me when [family member] wasn’t very well. [Member of staff] saw me and was talking to me for about 10 minutes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were offered choices throughout the day. This included making choices and decisions about what people wanted to eat at lunchtime. One person told us, “You can do what you like. I can stay in bed and when I want to get up, I ring the [call] bell and [staff] take me downstairs.” Another person said, “I can get up and go to bed when I want to. I do it myself. I can have a bath when I want to. I can do what I like.”

The provider listened to and understood people’s needs, views and wishes. Member of staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed members of staff take immediate and appropriate action when a person was not presenting as their usual self. Staff responded calmly to people in the moment and provided reassurance to people who were distressed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There was an organisational handbook in place for all employees which contained policies and procedures, and support mechanisms for members of staff. Staff told us the registered manager was caring and supportive.