Victory Care Limited

CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Care plans and risk assessments provided guidance for staff to follow. However, not all identified risks had been assessed or action taken to mitigate and reduce any identified risks. Staff were not always aware of how to reduce risk. People felt safe with staff from the service. Staff understood potential signs of abuse. People and relatives were involved in assessments of potential risks to safety and in identifying measures to keep them safe.

People received their medicines as prescribed. They were protected from the risk of infections through staff working practices. People had enough staff to meet their needs. Staff undertook induction training that supported them to have the knowledge and skills to do their job well and effectively meet people's needs.

People were provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare that maintained their health and wellbeing. People were supported to have choice and control of their lives and staff supported them to do this. The manager was following up with the appropriate agency on one aspect of staff practice that relatives had identified to protect their family member's safety.

Staff knew people well. People had developed positive relationships with staff which helped to ensure good communication and support. Staff respected people's privacy and dignity and encouraged people to be as independent as possible.

People or their representatives were involved and consulted when making changes to how their support was provided. Staff knew and understood the needs of the people using the service and care was provided based on their assessed needs. Staff were responsive to changes in people's needs to ensure people received timely intervention to maintain their health and well-being.

The person and the relative knew how to raise any concerns or make a complaint. The provider had a policy

and procedure which involved investigation and solutions to put things right. This provided information about how these would be managed and responded to. This needed information about referral to another statutory body to approach if they were not satisfied with the investigation.

Systems were in place to monitor the quality of care and support people experienced through quality assurance systems and processes to drive improvements in the service though some of these needed to be made more robust.

The person, a relative and staff spoke positively about the management and leadership of the service. The person and the relative said staff were very friendly and caring, and they had good relationships with them. The provider listened to feedback and acted to make improvements to the service. The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.