Victoria House Care 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

People were supported by staff who knew them well, and they were treated with kindness and respect. People were asked for their consent and were involved in day to day choices and decisions. Staff interaction with people demonstrated that people's choice and involvement was paramount to how care was provided. People’s views regarding their choices and wishes were included in care records wherever possible. Where people needed support with decision making, family members, or other representatives were involved in their reviews. 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; the policies and systems in the service supported this practice. We saw people making choices about where they sat, what they ate and what activities they wished to do. Each care plan was accompanied by a mental capacity assessment and contained details of how decisions for each task was made.

This service scored 70 (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.

Staff knew people well and were aware of their likes and dislikes, what they enjoyed doing and what support they need. Staff told us, "We want people to do things independently. We give a flannel and say can you please wash your face, and I will help if you need it. some can do everything, but can be slow, we don’t mind," and "Doing the meds can be slow as you might need 5-10 mins each, as some like to count them out slowly and take one at a time. Some people like to choose their clothes and can be very definite about what they want/not want to wear, and another has their night and day creams and necklaces and likes to wear colourful clothes, It's a pleasure to let them have that choice and control." People are invoved in their health care decisions as much as possible and with consideration given to their capacity to understand and retain the information. One staff member said, "We involve them as much as possible, but sometimes they will forget and we remind them." There was evidence of people attending hospitals and dentists. The professionalism of the staff team was commented on by a visiting health care professional who told us, “Polite and respectful to people and involve them in decisions about their care and our visit, always introduce me and explain the reason for the visit.” Another health professional said, “ They are knowledgeable about the people they support and will always ask for advice when they need it.”

People were supported to be as independent as possible and have choice and control over their own care, treatment and well-being. Some people were able to tell us they had been involved in care decisions and care planning. One person told us, "The manager talked to me and my daughter on the phone and then when I arrived we went through everything together," and "I did go through my health and and what I liked and didn't like, then we discuss things as we go on I believe." People told us that staff encouraged them to be as independent as possible. One person said, “Staff do try to give us opportunity to live as we want, it’s just not as easy now I'm weaker in my body but I am now going out again, its good to be indpendent.” Another person said, “Staff help me to wash and dress, but do encourage me to try on my own.” A family member said, "They encourage my relative to mix with other people and join in activities when they want to and if it interests them, but they do it in a nice way." People and families were supported by staff to remain in touch by various methods. People had their own mobile or were able to use the office telephone or laptop. One person told us, "I have my own phone and i can reach my family at any time, staff help me if I need it," and "I speak to my family whenever I want, staff are very good at that," People and visitors confirmed that there was open visiting seven days a week. One visitor said "I visit in the morning as I do a hair wash and set." People and visitors confirmed that people went out shopping, out for meals with family and to a local church. However no-one currently attends church services.

The registered manager has a monthly system of updating and reviewing peoples' care plans and risk assessments to ensure information is current and meaningful.

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.