Victoria House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were complimentary about the staff and how they worked with them. People told us staff treated them with dignity, kindness and they felt staff really cared about them. They found staff went actively encouraged them to reach their full potential. People reported staff promoted their rights, choices and independence. Staff sought people’s views about how to support them and, when appropriate, relatives were included in discussions about the support being offered. Processes were in place to take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff were extremely positive about the management team and how well supported they felt. They described how their work was routinely praised and recognised by the new management team. All felt confident they could deliver the service in line with expected best practices and their ideas were valued.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were supported to make choices; their independence was promoted, and they were supported to make decisions about how their care needs were met. A person said, “If I wasn’t here; I’d hate to think what would have happened. The staff have really helped me turn my life around and now I am looking forward to making a new life for myself.” Another person said, “They [staff] are a good bunch and gave me loads of advice on what would be the best mobility scooter to get. It’s great to be getting out everyday.”

Staff understood people had the right to have choice and control over how their care needs were met. Support plans detailed how people communicated. We discussed how staff worked with people whose first language is not English and found they adopted a range of techniques, including translating posters and documents, which supported individuals to be as independent as possible. Staff understood the aim of the service was to assist people in the younger adult units reach their potential and help individuals retain their skills in the other units.

We observed staff consistently encouraged individuals to make choices for themselves. They worked closely with people to encourage them retain and develop their skills. We saw people on all the units were really engaged with staff and appeared to be enjoying the activities and conversations.

The registered manager had made sure systems and processes were in place to ensure the service delivered person-centred care where people had choice and control over how staff met their needs. Staff had ensured care plans contained pertinent information about people’s needs and preferences to enable staff to provide appropriate care.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.