Victoria Home Care Solutions

At the time of our assessment 12 people were receiving the regulated activity of personal care.

During this assessment we found staff recognised individual vulnerabilities, responded appropriately to concerns and worked with people to help them stay safe. Systems for safeguarding, managing medicines and preventing infection were applied consistently.

Assessments were not effectively completed but people’s care plans were reviewed and updated when care needs changed. Staff communicated well with each other and external professionals.

Staff supported people with kindness and dignity. Staff encouraged people to maintain their independence. People’s personal routines and preferences were respected. Staff felt supported in their role and able to seek help and guidance from the registered manager when required.

The service demonstrated a person-centred approach by supporting people with their individual care needs and preferences, but care plans were not always fully reflective of this. Staff ensured people could access the care, support, and treatment they needed through established professional relationships, referral pathways, and engagement with healthcare colleagues.

There was a positive and inclusive culture supported by the registered manager who was passionate about the care and support they provided to people and their staff. Staff were in regular contact with the registered manager providing opportunities to discuss issues as they arose. Staff were comfortable speaking up. Improvements were identified in how the registered manager, who was also the provider, maintained effective oversight of the service, improved recruitment processes, gathered feedback and recorded complaints and responses. This supported the development of more robust processes and a learning culture in the service. The provider demonstrated a commitment to develop the service, learn from all aspects of the assessment and to drive improvements for people.