Albert Residential Home

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 last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

People told us staff were kind and caring towards them and that they were happy living at Albert Residential Home. One person told us, “I’m happy here. I think I’m well looked after.” Another person commented, “[Member of staff] is very nice. I can tell [them if I have concerns].”

We observed interactions between people and staff, and we saw staff treating people with kindness and empathy. Where people needed emotional support, staff provided this. People’s right to privacy was respected and they were able to choose how they spent their time.

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.

People’s choices were respected by staff, and they were able to undertake the activities they wished to. One person told us, “I prefer being in. The carers respect it.” People’s religious, cultural and spiritual needs were reflected in care plans and people were supported to undertake hobbies in relation to their areas of interest. The registered manager told us they listened to people’s feedback and would look at providing more activities for people if they wished to do so, and this was regularly reviewed with people.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff promoted their independence and that they had control over their own care. One person told us, “I’m very happy here.” Another person told us staff supported them to wash areas they could not reach and how they were supported to do this whilst maintaining a level of independence, “I brush my own hair. The carers [wash] my back and my feet.”

Staff understood their role in supporting people to maintain their independence and be in control of their own treatment. We saw in care records that people were involved in decisions relating to their care and wellbeing throughout.

The provider 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.

People told us staff responded to their needs by taking an interest in them and respecting their views and wishes to reduce potential stress. One person told us, “I’m very happy with the way things are. They know me, they know what to do when I’m not good.”

We observed staff responding to people throughout the assessment and they ensured people were comfortable, such as recognising possible triggers and removing these to reduce the risk of distress.

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

Staff told us they were treated fairly, and their rights were respected. They said they felt valued for the work they did and that the registered manager listened to them. One member of staff told us in relation to the workload, “It's manageable. We do talk about workload.”