Albert Road

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 service met people’s needs.

The last rating for this key question was good. At this assessment the rating has remained 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.

People received person-centred care which met their needs and reflected their wishes. People told us their needs were met. Relatives explained people’s mental and physical health had improved. They said people were well cared for. Comments from relatives included, “Staff do [person’s] hair really nicely”, “I have seen a big improvement and seen [person] grow in independence” and “We are very happy. [Person] has gone from strength to strength.”

Staff created support plans and guidelines with people. These were regularly reviewed.

Staff supported people to have continuity of care between services. They liaised with health, social and educational professionals to make sure people’s needs were clearly communicated and met. Staff supported people to access the community.

The provider ensured people had the information they needed in a way that made sense to them. Staff created different resources to help people understand about situations and to make choices. Relatives told us they had regular updates and information about the service.

Staff listened to people and helped them to speak up. A person told us, “Staff listened to me even when I found it hard and confusing. They reassured me and put things in place to keep me happy.” A relative told us the person being cared for did not use words to communicate but staff provided information using pictures. Staff held regular meetings with individual people and groups to discuss the service and their choices.

There was an appropriate complaints procedure. People and relatives knew how to make a complaint. Complaints had been investigated and learnt from.

Staff supported people to access a range of different services. These included helping people to undertake voluntary jobs, attend college and go on holiday. A person told us, “Staff supported me to attend [a college course] and work experience. I have learnt a lot of new skills.” Staff advocated for people to help others understand people’s views and wishes. For example, when liaising with other professionals.

People had equity in experience and outcomes. Staff undertook training about equality and human rights.

Support plans included information about people’s personal history, interests and goals. Staff created ‘equality, diversity and human rights profiles’ for each person which set out different areas of need and how they should be supported with these.

Staff supported people to plan objectives and think about their future. Some people were supported to work towards greater independence. Staff had helped some people move on to new services. Staff had sourced support for some people to understand bereavement and discuss their feelings following personal losses.