Albert House Nursing Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Staff were kind and caring and supported people in a positive way to promote their choice and independence. Staff gave people time and made sure they understood the information which was given to them. People were supported to express their views about the care they received, and feedback from surveys and meetings was positive. People's independence was promoted, and they chose where they sat and how they spent their time. People were encouraged to take part in activities and maintain relationships that were important to them, and friends and family could visit at any time. Some people were aware of their care plans and were involved in reviewing these. People’s care plans included information on their preferences and what they could do for themselves. Relatives told us they were involved in developing and updating care plans and had access to relevant information.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Systems and policies were in place to ensure people’s independence was promoted and their rights and choices respected. Care plans reflected people’s preferences and the decisions they had made. Relatives we spoke with told us they valued being able to access their family member’s care records online. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Policies and practice in the service supported this.

Staff and the registered manager understood people’s choices and independence were important to them. Staff gave us examples of how they offered people choices and maintained their dignity and independence when providing care and support. This included during mealtimes, regarding food choices, personal care, clothing and activities. Staff spoke positively about people and described how they provided person centred care. A staff member told us how they made changes to usual practice to meet a person’s specific needs. Staff knew what support people needed and provided it.

People and their relatives were positive about staff. One relative said, “If I could give them an 11 out of 10, I would.” People told us they were supported to make choices and decisions about the care and support they received. One person said, “They do try and persuade me, but don’t make me do things.” We saw staff listening to people, offering choices and giving time to respond. Relatives were confident their family members were able to make choices and decisions about day to day matters such as routines, meals and where they wanted to spend their time. People were supported to express their views about the care they received in a range of ways. For example through surveys, meetings and on a day to day basis with staff. The director told us coffee mornings had been set up to create a space for relatives to provide feedback and discuss any concerns. Feedback from people and their relatives was positive. People were supported by staff to take part in activities and particularly enjoyed singers, craft activities and gardening. Where possible, people were encouraged to access the local community. One relative told us, “[Name] is regularly taken out to the local park, and they are now more independent than they were.” People were supported to maintain relationships that were important to them, and friends and family could visit at any time. Relatives were involved in reviewing and developing care plans when people were not able to do this themselves. They told us these were reviewed regularly and updated when people’s needs changed.

We saw people having choice and control about the care they received and making decisions about their day. For example, people chose how they spent their time, and where they ate their meals. Staff sought consent before they acted. Staff were observed engaging with people in a caring and respectful manner during our visit. There was an appropriate range of equipment to support and maximise people’s independence and outcomes at the service. One person used flash cards to communicate with staff, and the registered manager told us information could be provided in different formats if needed.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.