Archived: Victoria House

Updated 22 January 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 26 November 2014 and was unannounced.

The inspection team consisted of an adult social care inspector and a Specialist Advisor (SPA) who had experience of working with behaviour that may be considered challenging

Before the inspection, the registered provider completed a Provider Information Return (PIR). This is a form that asks the registered provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed the information we held about the home, in particular notifications about incidents, accidents, safeguarding matters and any deaths. We contacted the local Healthwatch group, the local authority contracts team, the local authority safeguarding adults team and the local Clinical Commissioning Group. They had no comments to make on the running of the home.

We spoke with four people who used the service to obtain their views on the care and support they received. We talked with the deputy manager, the registered provider, two senior care workers and one care worker. Additionally, we conducted a telephone interview with a relative of someone who used the service and a care manager who oversaw the care of a person living at the home.

We observed care and support being delivered in communal areas including lounges and the dining room, looked in the kitchen areas, the laundry, bath/ shower rooms, toilet areas and checked people’s individual accommodation; this was carried out with people’s permission. We reviewed a range of documents and records including; four care records for people who used the service, nine medicine administration records, four records of people employed at the home, complaints records, accidents and incident records, minutes of staff meetings, minutes of meetings with people who used the service and a range of other quality audits and management records.

Updated 22 January 2015

This inspection took place on 26 November 2014 and was unannounced. A previous inspection undertaken on 29 October 2013 found there were no breaches of legal requirements.

Victoria House is registered to provide accommodation for up to nine people. It is a single home converted from three terraced houses in the Bedlington area of Northumberland. At the time of our inspection there were nine people living at the home, some of whom had a learning or cognitive disability.

The home had a registered manager who had been registered since May 2014. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe and that staff treated them appropriately. Staff had a good understanding of safeguarding issues and told us they would report any concerns of potential abuse to the registered manager or the local safeguarding adults team. Staff were also aware of the registered provider’s whistle blowing policy and knew how they could raise concerns through this process. The premises were effectively maintained and safety checks undertaken on a regular basis. Appropriate staffing levels were maintained to support the changing needs of people living at the home. Proper recruitment procedures and checks were in place to ensure staff employed at the home had the correct skills and experience. Medicines were dealt with safely and effectively.

People told us they enjoyed the food provided at the home and we observed they had access to adequate supplies of drinks. The deputy manager showed us the system employed to ensure staff had regular training and updating of skills. Staff told us they were able to access the training they required. New staff members confirmed they had undertaken an induction process before fully taking on care duties. Staff told us, and records confirmed there were regular supervision sessions for staff and each staff member had an annual appraisal.

CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS). DoLS are part of the Mental Capacity Act 2005. These safeguards aim to make sure people are looked after in a way that does not inappropriately restrict their freedom. Staff had a good understanding of how to support people to make choices. They were aware of the need for best interest meetings to take place where decisions needed to be made and people did not have capacity. The deputy manager confirmed that an assessment was underway for one person in relation to DoLS. Elements of the home had been adapted to promote people’s independence, with ground floor rooms for people who could not climb stairs and a fully wheelchair accessible ground floor.

People told us they were happy with the care provided. We observed staff treated people with patience and kindness and showed a genuine interest in what they were doing. Staff had a good understanding of people’s individual needs, likes and dislikes. People had access to general practitioners, dentists and opticians, consultants and a range of other health professionals to help maintain their wellbeing. Specialist advice was sought and acted upon, including advice on how to deal with behaviour that may be challenging. People said they were treated with dignity and respect and we observed staff knocking on doors or seeking permission before delivering care.

People had individualised care plans that addressed their identified needs. People talked enthusiastically about the range of activities available at the home or the clubs and events they went to. They told us about their work making costumes, attending “Bollywood” dance sessions and holidays, including a forthcoming weekend to Centre Parcs. People told us they would tell the staff or manager if they had a complaint, but were happy with the care at the home. We saw even minor complaints and concerns were dealt with by the registered manager, using an appropriate process.

The registered manager, deputy manager and the registered provider showed us records confirming regular checks and audits were carried out at the home. Staff were positive about the leadership of the home and felt well supported. They told us the registered manager and registered provider were actively involved in day to day events. Regular staff meetings took place to discuss the running of the service and the care needs of people. People told us they were also involved in meetings and could make suggestions and requests about activities and the running of the service. People and staff all talked about the family atmosphere at the home.