Victoria House

Peoples needs and choices were assessed and documented in person centred care plans, this included people's communication and end of life care needs. We observed staff offering choice to people during our inspection and people told us staff respected their privacy and dignity. The staff team worked closely with external agencies to ensure people's healthcare needs were met. 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.

Systems and processes were in place to protect people from the risk of abuse and avoidable harm. Risks to people were assessed and people and their relatives told us they felt safe in the home. Environmental and equipment checks were in place. However, we found hoist slings were not labelled, with people sharing slings. The registered manager provided assurances following the inspection that this concern was now rectified, to promote safety and reduce the likelihood of cross contamination. People were supported by enough staff who were recruited safely. People and their relatives told us there were enough staff and staff were kind. Medicines were safely managed. The service was clean, and systems were in place to control and prevent the spread of infections. There were no recent accidents or incidents. Systems were in place to monitor and review incidents which may occur.

Staff knew people well. A 'resident of the day' system was ongoing to ensure people were offered the opportunity to provide feedback and auditing of care records was undertaken. The registered manager understood their roles and responsibilities in relation to duty of candour and reported incidents to CQC and safeguarding where required. Staff understood their roles and responsibilities. People, relatives and staff told us leadership was good and there was an open and honest culture in the home. The registered manager received support from a regional management team. People were supported to maintain relationships and to receive visitors to maintain their religious and cultural needs. Regular audits were

conducted, and overarching governance was in place. Improvement plans were in place and the service was currently conducting refurbishments of the environment, however not all areas identified during the inspection had been considered.