Victoria Chartwell

People had pre-assessments before arriving at the home and had their care regularly reviewed. Staff were well trained in subjects relevant to their roles and to the people at the home. People could personalise their rooms in any way they wished people brought pictures and furniture in o the home to make it feel familiar. The chef cooked fresh food daily which people enjoyed. A person told us, "He's a very good chef, if there's anything you don't like he manages to conjure up something different."

People were well treated by polite and caring staff who were cheerful and friendly. A person told us, "We have great respect for each other." People were involved in decisions about their care. People were able to welcome visitors at any time and were encouraged to remain active.

People took part in numerous activities organised by an activities coordinator. Activities were designed with people at the home in mind to ensure they were accessible to all. A person told us, "The activities girl is amazing, I don't know where she gets her ideas from, there is always so much to do." Staff helped people to keep in contact with the wider community. Complaints were dealt with promptly and the management staff were keen to be seen as approachable at all times.

There was no registered manager at the time of the inspection. However the staff were supported by a care quality manager, the provider and the wider management team of the Victoria Nursing Group. Staff told us they felt well supported. The service worked with outside agencies and specialist healthcare providers. A visiting healthcare professional told us, "The residents all seem really happy, the staff actively look out for the patients."

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.