Victoria House

Updated 1 January 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC's response to care homes with outbreaks of coronavirus, we are conducting reviews to ensure that the Infection Prevention and Control (IPC) practice is safe and the service is compliant with IPC measures. This was a targeted inspection looking at the IPC practices the provider had in place.

This inspection took place on 22 December 2020 and was announced.

Updated 1 January 2021

We carried out a comprehensive inspection of Victoria House on 5, 7 and 8 November 2018. The first day was unannounced.

Victoria House is registered to provide accommodation and personal care for up to 15 older people. Accommodation is provided over two floors, with two lounges and a separate dining room . At the time of our inspection there were 10 people living at the home. However, only eight people were available to speak with us, as two people were in hospital.

The service is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided and we looked at both during this inspection.

At the time of the inspection, there was a registered manager in place who was responsible for the day to day running of the home. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how to service is run.

At the last inspection on 19 and 20 September 2017, we found one breach of the regulations. This related to a failure to ensure that the needs of people living with dementia or a sensory impairment were being met. Following our inspection, the provider sent us an action plan and told us that all actions had been completed.

At this inspection we found that the necessary improvements had been made and the provider was meeting all regulations reviewed. We have made a recommendation about the need for the provider to ensure that staff have the knowledge and skills necessary to meet people’s needs and provide them with safe, effective care.

People living at the home and their relatives were happy with staffing levels and told us people never waited long when they needed support.

We observed people receiving their medicines safely and found that there were appropriate medicines policies and practices in place.

We found evidence that staff had been recruited safely and the staff we spoke with understood how to protect people from abuse or the risk of abuse.

People told us they were happy with the activities and entertainment provided at the home. We found that the activities and stimulation available for people living with dementia or a sensory impairment had improved since the last inspection.

Staff received an effective induction and appropriate training. Most people who lived at the service and their relatives felt that staff had the knowledge and skills to meet people’s needs. However, one person told us that not all staff knew how to support her to manage her health condition. We discussed this with the registered manager who addressed the issue with staff.

People told us the staff who supported them were caring and respected their right to privacy and dignity. We observed staff encouraging people to be independent when it was safe to do so.

People received appropriate support with their nutrition, hydration and healthcare needs. Referrals were made to community healthcare professionals to ensure that people received appropriate support.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way; the policies and systems at the service supported this practice. Where people lacked the capacity to make decisions about their care, the service had taken appropriate action in line with the Mental Capacity Act 2005.

People told us that they received care that reflected their needs and preferences and we saw evidence of this. Staff told us they knew people well and gave examples of people’s routines and how they liked to be supported.

Staff communicated effectively with people. People’s communication needs were identified and appropriate support was provided. Staff supported people sensitively and did not rush them when providing care.

The registered manager regularly sought feedback from people living at the home and their relatives about the support they received. We saw evidence that she used the feedback received to develop the service.

People living at the service and relatives were happy with how the service was being managed. They found the registered manager and staff approachable and helpful.

Staff felt the registered manager and provider were approachable. However, not all staff felt that the registered manager was supportive and listened to them. We saw evidence that this issue was being addressed and improvements were planned.

A variety of audits and checks were completed regularly by the registered manager and the provider. We found that the audits completed were effective in ensuring that appropriate levels of quality and safety were being maintained at the home.