What the CQC found at Victoria House Care Home

Staff had the training and checks needed to support people safely. Inspectors observed medicines being given safely and found suitable risk assessments.

“People received safe care and support by staff who had been appropriately recruited, trained to recognise signs of abuse or risk and understood what to do to safely support people.” from the report

People and visitors consistently praised staff for being kind, caring and supportive. Inspectors saw positive relationships and respect for privacy and dignity.

“People were treated with kindness and care by staff. Staff spoke respectfully to people and showed a good awareness of people's individual needs and preferences.” from the report

Care plans included people's preferences, beliefs, health needs and communication methods. Activities were varied and matched people's interests where possible.

“Care plans were personalised and included up to date information for staff on how best to support them with their assessed needs.” from the report

People were offered choices and staff understood their dietary needs. Staff monitored people at risk of poor nutrition or dehydration and involved health professionals when needed.

“Food offered and eaten by people was recorded in their care records. This recording system highlighted those who were not eating.” from the report

Some internal audits did not show when checks had been completed or what action had been taken. This made it harder to show that problems were identified and followed through.

“However, there were improvements needed to ensure that all internal audits were completed in full, with dates and actions taken.” from the report

Two people's recorded weights changed sharply, including a recorded loss of up to 17 kilograms in one month. This had not been investigated at the time, although a new procedure and named responsibility were introduced during the inspection.

“two peoples' weights showed significant changes in one month (up to 17 kgs weight loss in July 2019) and had not been investigated or identified in the audits.” from the report

Food and fluid charts were not always accurate. A new form was introduced during the inspection and was being used more effectively.

“Food and fluid charts were not always completed accurately.” from the report

Staff understood best interest decisions, but the records did not always clearly explain who was involved or why the decision had been made.

“Staff were able to discuss best interest decisions and who was involved, however these were not always clearly documented and the rationale for the decision was not documented.” from the report