Albury House

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 that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our previous inspection, 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. We observed positive interactions between people and staff. People and relatives spoke highly of the caring nature of staff. A relative told us, “The care she gets is amazing, she responds well to the care staff at Albury House. They are very caring.”

People and relatives also told us people’s dignity was promoted. A relative said, “The staff will always knock before they come in, they won’t just barge in without asking - they treat the residents with dignity.”

Staff treated people as individuals and made sure people’s care and support met people’s needs and preferences. The home was small and many of the staff had worked at the home for many years. People and relatives spoke positively about the person-centred care which was provided. A relative told us, “It’s a small home and there is a good ratio of staff to residents. They treat them individually.” A person said, “They bring my breakfast in bed at 7 o’clock, I have my lunch in the dining room, and I like to go to my room at 4pm so they bring me my tea in my room on a little table.”

Staff promoted people’s independence. A relative told us, “For a long time they encouraged [Person] to choose what she wanted to wear; however, she is more dependent on the staff now.”

People were supported to see their family and friends. There were no restrictions on visiting. A relative told us, “We come and visit when we want and maximise our time by being supported to stay late as we do not live close by.”

People’s social needs were met. Some people chose not to join in with any planned events, A relative told us, “He doesn't want to take part in activities within the home, he chooses not to. They've taken him out for coffee. He can be involved in the garden in the nicer weather.” However, another person’s relative said, “I feel occasionally it would be quite nice if the staff took them out in the afternoon for a walk.” The registered manager told us they were reviewing and improving activities provision at the home.

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.We observed positive interactions between people and staff. They responded to people’s needs in a timely manner.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the home. They told us they felt valued and appreciated. A member of staff told us, “Communication amongst the staff is good. Wellbeing is second to none."