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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (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.

Care plans contained detailed information about people's histories, interests, relationships, communication needs and the support approaches that worked best for them. Staff demonstrated a good understanding of the people they supported and how care should be tailored to promote independence, wellbeing and positive outcomes. Care planning was focused on the person rather than tasks and reflected what mattered most to each individual.

Support arrangements promoted community participation, rehabilitation, choice and independence. People were supported to maintain relationships, pursue interests and develop confidence in areas important to them. Care plans were reviewed and updated when needs changed, helping to ensure support remained responsive to individual circumstances and preferences. Overall, people received person-centred care that reflected their needs, wishes and aspirations.
 

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.

The provider had systems in place to promote coordinated and consistent care. Staff used electronic care records and handover systems to share information about people's needs, appointments, healthcare involvement, activities and changing circumstances. This helped to ensure continuity of care across shifts and supported staff to respond consistently to people's needs.

The service worked collaboratively with a range of healthcare professionals and partner agencies, including GPs, Speech and Language Therapists, physiotherapists, mental health professionals, safeguarding teams and local authorities. Staff demonstrated an understanding of individual support needs and the role external professionals played in achieving positive outcomes.
 

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

People's communication and information needs were recognised and reflected within care planning. Records contained clear guidance regarding preferred communication approaches, including the use of simple language, repetition, reassurance and other personalised strategies to support understanding. Staff demonstrated a good understanding of how people communicated and adapted their approach accordingly.

Information relevant to people's care, treatment and support was available to staff through care planning systems and incorporated advice from healthcare professionals where required. Communication needs, decision-making support and reasonable adjustments were considered within support arrangements, helping people receive information in ways they could understand and engage with.
 

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 demonstrated a commitment to understanding what was important to people and involving them in decisions about their care and support. Care plans reflected individual wishes, goals, preferences and aspirations, and support arrangements were tailored around what mattered most to each person. People were supported to make day-to-day choices, maintain important relationships and participate in activities and opportunities that reflected their interests.

Staff adapted their support to people's communication needs and demonstrated an understanding of the importance of promoting choice, independence and control. People were involved in decisions about their care, and support arrangements generally aligned with people's known preferences and wishes.
 

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

Records demonstrated involvement from healthcare professionals, including Speech and Language Therapists and GPs, and showed that people were supported to attend appointments and access specialist input when required.

Support arrangements reflected individual communication needs, cognitive impairments and health conditions, helping people access care and support in ways that met their circumstances. People were also supported to participate in community activities, maintain family contact and access opportunities that promoted independence and wellbeing. Overall, the provider demonstrated an inclusive approach to supporting access to care, treatment and community participation.
 

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.

Care planning and support arrangements were personalised to reflect people's individual needs, strengths, communication methods, risks and aspirations. Staff demonstrated detailed knowledge of the people they supported and adapted their approach to ensure support was responsive to individual circumstances. Records demonstrated positive outcomes relating to independence, community participation, rehabilitation, confidence and wellbeing.

People were supported in line with their assessed needs and preferences, with reasonable adjustments reflected throughout care planning and support arrangements where required. Overall, the provider demonstrated a person-centred and inclusive approach that supported people to achieve outcomes that were important to them.
 

People were not always 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.

Whilst people's immediate support needs, rehabilitation goals and aspirations were reflected within care planning, evidence of more structured future planning was less well developed. There was limited evidence regarding planning for potential future changes in people's circumstances.

The provider adopted a rehabilitative approach that focused on helping people maintain and develop their independence, confidence and life skills. Care plans included goals relating to community participation, relationships, travel, meaningful activity, confidence building and increased self-management. Support arrangements were reviewed regularly and adjusted when people's needs or circumstances changed, helping people work towards outcomes that were important to them.

People were supported to pursue personal aspirations and develop skills that promoted greater independence and community involvement. Care planning reflected both current support needs and ambitions for personal development, with an emphasis on maximising people's abilities and encouraging progress where possible.