Victoria Court

People's experience of using the service: People were supported safely and protected from harm. There were systems in place to reduce the risk of abuse and to assess and monitor potential risks to people.

The management of medicines was safe. Risk assessments were carried out to mitigate potential risks. Incidents and accidents were managed effectively; lessons learnt were shared with staff to reduce the risk of further occurrences.

Staff had the right skills and experience to meet people's needs. Recruitment checks were completed on new staff to ensure they were suitable to support people who used the service. A comprehensive induction and training programme was completed by all staff.

People were well cared for by staff who treated them with kindness, respect and dignity. People told us they were involved in their care, and what they did on a day to day basis. People's right to privacy was maintained by the actions and care given by staff members.

Assessments were carried out to ensure people's needs could be met. Staff understood people's likes, dislikes and preferences and people told us they were offered choices about their care.

Some people using the service required end of life care. Care plans recorded people's preferences for their end of life care.

Where required, people were supported to maintain a healthy diet and health needs were regularly monitored. Staff followed the advice of health care professionals.

Staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive was possible; the policies and systems in the service supported this practice.

Staff told us the management team were honest and supportive. People told us the management team were approachable and felt concerns would be effectively managed. Complaints were managed efficiently.

The provider had embedded quality assurance systems to monitor the quality and safety of the care provided. People were asked for their views and their suggestions were used to improve the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: Requires Improvement (report published 18 May 2018).