Archived: Victoria House

Records showed the service had worked hard to support people to be involved in the decision making process around Victoria House closing and alternative accommodation and support. Discussions with a person who lived at the service confirmed this information.

We spoke with one person and spent a short period of time with another person who used the service and we observed how members of the staff team supported them with their daily lives.

People who lived at Victoria House were supported to shop for their groceries and to cook some of their own meals. One person spoken with confirmed their involvement in shopping for their groceries and being supported to prepare meals they enjoyed. One comment made was:

'I know what I like to eat and I like to make my own snacks and meals.

There were systems in place to obtain the views of the people who used the service and to monitor the quality of the service provided.

Overall records accurately reflected the current care and support needs of the people living at Victoria House.

We observed positive interactions between the staff and the people who used the service. Staff were patient, attentive and caring in their approach. The staff asked people's views, gave choices and gave clear explanations following people's requests for information.

We found that the people who used the service were asked for their consent to any support to be provided and that their wishes were recorded and staff acted in accordance with them.

Records showed that the people who used the service had a support plan in place detailing the support they needed and how staff were to minimise risks to their well-being.

Staff were supported in their role and they were aware of the action to be taken to safeguard vulnerable adults from abuse.

There were systems in place to monitor the quality of the service and to involve the people who used the service in its operation.