Alban House Residential Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received personalised care and support specific to their needs and preferences. Care plans had improved and reflected people’s health and social care needs. People’s likes and dislikes were considered in care plans.

People confirmed they were involved in developing their care and support plans.

Staff conversation focused on ensuring people received person-centred care and support to aid their physical and emotional needs.

Throughout our visits, we saw people receiving personalised care and support in line with their care and support needs. Staff were attentive to people and clearly knew them well.

Activities formed an important part of people’s lives. The provider had recruited an activities coordinator since our last assessment and people were increasingly engaged in a variety of person-centred activities. For example, games, arts and crafts and celebrating key times of the year. There were also plans to increase people’s access to the local community to further ensure their well-being. A staff member commented positively about having a staff member dedicated to supporting people with activities, “She does the tea trolley, goes in and supports people in their rooms and does activities with them in communal areas. It’s a lot better having someone here all the time.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People confirmed they received care and support in line with their personal preferences and assessed needs.

Staff confirmed people received care and support in line with their care plans and risk assessments.

There was continuity in people’s care and support. A member of the management team explained skilled staff were integral to enable people’s assessed care and support needs to be met. They also told us people received support from a consistent staff team. People built trusting relationships with staff who knew their needs.

The service liaised with health and social care professionals on a regular and timely basis and made onward referrals to specialist teams. For example, the GP and community nursing team.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care records contained clear communication plans explaining how people communicated. For example, short sentences, eye contact, time to respond and looking for people’s facial expressions and gestures.

People were supported to understand information through their preferred communication methods. For example, the use of short sentences and the use of non-verbal cues.

Staff communicated with people and understood their requests and changing moods as they were aware of people’s communication preferences.

People received information in a timely way that met best practice standards, legal requirements and were tailored to individual needs. For example, with the help of specialist support from the speech and language team (SALT).

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had created a positive culture through open and honest discussions, and dealt with issues immediately.

There were opportunities for people, and people that matter to them, to raise issues, concerns, and complaints. Surveys had been completed by people using the service and relatives in December 2025. The surveys asked specific questions about the standard of the service and the support it gave people. Where actions were required, these had been followed up. For example, new chairs purchased which were more comfortable and an increase in activities which met people’s individual interests.

The provider had a system to record complaints. Complaints were acknowledged and responded to in an appropriate time frame and other professionals informed and involved where appropriate. Complaints were seen as learning opportunities and the provider reflected on how the service could improve.

The provider’s complaints policy and procedure was up to date and supported best practice within the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People confirmed they were able to access care and support from staff as and when required.

Staff confirmed people had equal access to care and support because the provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

People’s equality, diversity and human rights were respected. The service’s vision and values centred around the people they supported. The organisation’s statement of purpose had been updated and documented a philosophy of maximising people’s life choices, encouraging independence and people having a sense of worth and value.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights.

The service worked with other health and social care professionals in line with people’s specific needs. Care records showed evidence of professionals working together. For example, GPs and community nurses.

The provider ensured care reviews were completed with people to gather feedback and where needed, these resulted in changes to people’s care and support.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to have peaceful, comfortable, and dignified end of life care in line with national best practice guidance.

Not all staff had received end of life care training. This was being addressed using a new training system which would be easier for staff to navigate. Despite this, staff displayed an understanding of how to provide kind and compassionate end of life care and support.

Staff said, in the event of providing end of life care, they worked closely with the community nursing team, GPs and family to ensure people’s needs and wishes were met in a timely way.

The service ensured people had treatment escalation plans (TEPs) and worked with health professionals to respect people’s final wishes.