Albert Road

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 service involved people and treated them with compassion, kindness, dignity and respect.

The last rating for this key question was 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 and respect. People using the service, their relatives and external professionals confirmed this. Their comments included, “[Staff] are very caring and polite” and “Staff show patience, kindness and a deep understanding for [person’s] needs and preferences.”

We observed staff interacting with people in a person-centred and respectful way. They adapted their communication styles to meet people’s individual needs. People were comfortable and relaxed.

Staff treated people as individuals. Their religious, social and cultural needs were recorded in care plans. Staff worked with people to help them meet these needs. A relative explained, “[Staff] cater for [person’s] cultural needs.” They explained staff had researched and helped prepare culturally appropriate meals.

Staff understood and supported people with different communication needs. A relative explained that they felt whilst staff had some skills with sign language, they had requested that staff improve their sign language skills to help the person use more signs in everyday conversations. The management team were aware of this. We saw staff using a range of techniques, including facial expressions, body language, and specialist tools such as visual aids, symbols, and assistive technology, to communicate with people and make sure their individual needs were met.

Staff supported people to celebrate special events and birthdays.

People were able to make choices about their support and how they spent their time. Staff helped people plan individual activity schedules which included helping people to develop skills, accessing colleges or employment and taking part in social and leisure activities.

Staff supported people to develop their independence and learn how to care for themselves. For example, supporting people with meal preparation, safety in the community and using computers. Comments from people included, “Staff have helped me achieve skills. They help me overcome challenges and manage my emotions” and “Staff help me cook my food and help me with daily living skills.”

Staff responded to people’s immediate needs. They worked closely with other professionals alerting them if they had concerns about people’s health or wellbeing.

The provider supported staff with their wellbeing. Staff explained they were happy working at the service. They had opportunities to take part in individual and group meetings with their manager. Staff told us they were supported to develop in their roles and be promoted within the organisation. Comments from staff included, “I have multiple opportunities to speak with my manager both formally and informally” and “I have opportunities to learn on the job.”