Victoria House Care Home

People received safe care and support by staff trained to recognise signs of abuse or risk and understand what to do, to safely support people. People told us that they felt safe with all the staff who supported them. One person said, “ I do feel safe, they are very good, and “I don’t have a problem telling staff if things aren’t right but I haven’t had to, they are trained and very good to us.” A visitor said, “My relative happy here and I'm confident that she is safe.”

Risks to people's safety were assessed and reviewed. The care plans had individual risk assessments which guided staff in providing safe care. Risk assessments for health-related needs, such as skin integrity, weight management and nutrition, falls and dependency levels had been undertaken and regularly reviewed to minimise and prevent the risk of harm. For example, staff had requested a pressure relieving mattress for one person who was at risk from pressure damage due to their low weight and general frailty.

The staff were pro-active in supporting people, who had capacity, to make decisions about the risks they took in their day to day lives. Where people lacked capacity, the registered manager ensured people’s rights under the Mental Capacity Act were respected. People were supported to take positive risks, to ensure they had as much choice and control of their lives as possible. The provider ensured that when things went wrong, accidents were recorded, and lessons were learned.

There were enough staff to keep people safe. People received care and support in an unrushed personalised way. Comments from people included, “There are always staff when I need help,” and “I am more than happy.” Rota’s confirmed staffing levels were stable, and the skill mix appropriate. For example, there was always a medicine giver on each shift. Staff were recruited safely which had ensured that only suitable staff were employed to work at the service.

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.

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.