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

At our last assessment 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.

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 were treated with kindness, patience and respect by staff who demonstrated a good understanding of the individuals they supported. Staff interactions were consistently caring, person-centred and unhurried. People were offered choices, involved in day-to-day decisions and supported in a manner that respected their dignity and independence.

Feedback from family members was positive and consistently described staff as caring, knowledgeable and committed to providing personalised support. Relatives told us staff knew people well, understood their likes, dislikes and changing needs, and maintained positive relationships with both individuals and their families. Family members described staff as "like family", "very knowledgeable and very caring", and highlighted examples where staff went beyond routine expectations to provide reassurance and emotional support.

Staff demonstrated empathy when discussing people they supported and were able to explain how they adapted support to reduce anxiety, promote confidence and encourage independence.
 

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.

Staff demonstrated a detailed understanding of the people they supported and were able to describe how support was adapted to suit each person's unique presentation, abilities and aspirations. Staff used their knowledge of what mattered to people, including hobbies, interests, communication styles and personal motivators, to promote engagement and positive outcomes.

Feedback from family members indicated that staff knew people well as individuals and adapted support in response to changing needs. Relatives described staff understanding people's personalities, preferences, likes and dislikes, and tailoring care accordingly. One family member commented, "They know him so well and obviously have adapted to the new person he has become" following changes in presentation.

People were offered choice and control in everyday matters. Staff were seen seeking people's views, respecting preferences and supporting individuals in ways that reflected their differing needs and personalities. People appeared comfortable expressing what they wanted and staff responded in a respectful and individualised manner.
 

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

Staff understood the importance of rehabilitation and promoting independence. Support focused on helping people maintain skills, build confidence and achieve goals that were important to them. Staff described adapting their approach to reflect each person's abilities, aspirations and changing needs.

Relatives consistently spoke positively about the provider's approach to promoting independence. People were supported to access their local communities, attend appointments, improve mobility and take part in activities that were meaningful to them. One family member stated, "They make sure that [person] lives as independently as possible… so he can enjoy things like theatre, films and other outings."

People exercised choice over everyday decisions, including activities, refreshments and how they spent their time. Staff were seen offering options, respecting preferences and supporting people to make decisions without unnecessary restriction. People appeared comfortable expressing their wishes and directing aspects of their support.
 

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.

Staff demonstrated a good understanding of how acquired brain injuries can affect a person's communication, wellbeing and behaviour. Staff recognised changes in presentation and described personalised approaches used to provide reassurance, respond promptly and reduce the risk of distress escalating.

Relatives consistently described the service as responsive to changing needs. They told us staff adapted support when people's health or behaviour changed, co-ordinated healthcare appointments and maintained communication when concerns arose. One family member commented, "Albert Road has adapted well to these changes, responding to their increasing needs and adjusting the support they provide accordingly."
 

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

Staff described a positive and supportive working culture where they felt able to raise concerns, seek guidance and contribute to discussions about the service. Staff consistently reported that managers were approachable and that concerns would be listened to and acted upon.

Staff spoke positively about the support available to them and generally reported feeling confident in their roles. Experienced staff described receiving training relevant to acquired brain injury, safeguarding, MCA, dysphagia and behavioural support, and felt equipped to support people with complex needs. Staff also described opportunities to discuss incidents and learning through team meetings and debrief sessions.

The service benefited from a stable staff team who knew people well and had developed strong relationships with residents and their families. Family feedback consistently described staff as caring, knowledgeable and committed to supporting people to achieve the best possible outcomes, suggesting a workforce that was engaged and invested in the lives of the people they supported.