Victoria House Care Home

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

People had a full assessment before admission this ensured their needs could be met and tailored for, before they came to live at Victoria House Care Home. These assessments were used to develop plans of care to guide staff in how to support people. This had ensured people received care and support that met their individual needs and reflected their choices and preferences. The provider asked people for feedback in different ways, which included regular care reviews, surveys and resident and family meetings. The staff team were aware of potential barriers to positive engagement and individual challenges people may face in providing feedback on their care. Staff listened to people and tailored their care and support as people's needs changed or their preferences to care changed.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were treated equally and without prejudices and all staff receive training in equality, diversity and inclusion. Staff told us, " We treat everyone equally, it's what we do that well here. No one is discriminated against. Some have dementia, and some don’t, everyone is treated equally – we do that well here. No one is discriminated against," "People are given equal time, but it depends on their mood and if they want staff to be with them. Each day is different," Staff receive training in meeting peoples communication needs and spoke of different ways of communicating. Staff told us," We have people who have hearing problems, so it's important we speak slowly and face them so they can read our lips, we also write things down, we use large print for those that struggle with normal print, and pictures for people who cant read anymore,." Another staff member said,"If someone is upset, we try to distract and reassure. There is a calm atmosphere here, which residents respond to." Staff understood the importance of people's diversity, culture and sexuality to them as a person and to managing their care needs in a person-centred manner.

Staff spoke respectfully to people and showed a good awareness of people's individual needs, their differences and specific preferences. This was confirmed by the people and visitors we spoke with. Comments included, "I met with my daughter and the manager -we also spoke on the phone, I was asked about what I needed from staff, my health and what I wanted. My daughter and I were asked to look at the plan and we agreed to discuss it regularly," and "They treat us all the same, there is no favouritism, we all have the same choices, food, activities and where we spend time, they encourage us to make daily choices, always ask if I'm comfotrtable as well."

Equality and diversity were embedded in the principles of the service and the provider had an equality and diversity policy in place to protect people and staff against discrimination. There were organisational processes to audit care plans to ensure they were person specific to each person, up to date and reflective of their health, social and well being needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.