Victoria House Residential Home

Risks to people's safety was not always clearly recorded. There was conflicting information in people's records about their care needs as changes to their needs occurred. There was a lack of processes to show clear learning from events.

Quality assurance processes were not always robust. This had resulted in some of the findings above. Some audit findings had not been addressed, such as areas of concern highlighted in environmental audits.

More positively, staff were knowledgeable about people's needs. There was enough staff to support people as the registered manager and their staff team worked extra shifts to ensure people were well supported.

Staff recruitment processes were safe.

People and relatives liked the staff who supported them and felt they were caring and approachable. During our inspection we observed a number of positive interactions between staff, the people they supported and their relatives.

There were processes in place to ensure people were protected from the risks of abuse. People, relatives and staff had confidence the registered manager would deal with any concerns appropriately.

People were protected from the risk of infection as staff followed good infection prevention and control practices to reduce the risks.

People were able to have visitors and relatives told us they felt welcomed into the service.

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.

The registered manager worked in an open way promoting choice and person-centred care for people. They led by example. People were encouraged to take part in resident meetings and give their opinion of the service via questionnaires.

Staff had received appropriate training to guide them in their roles and were supported with supervision and staff meetings.

The registered manager and their staff team worked with external health professionals to ensure people's needs were supported.