Victoria Court Private Rest Home

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service under a new provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us they were happy living at the service and with the care and support they received. We observed staff were respectful of people and treated them with dignity. One person told us, “I always feel nervous when being hoisted and staff talk to me to keep me calm.” Another person said, “The staff are respectful, I would complain otherwise.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us staff respected their preferences and treated them as individuals. One person said, “There are good staff and people here, we can do what we want and have choice.” People told us they could choose if they had support from male or female staff and this was respected. Another person said, “I can do my own shower, but staff are around if I need them.”

We saw people were supported to maintain their independence. At mealtimes where needed people had adapted cutlery and plates to help support their independence with eating. The service was set over 2 floors and people told us they could travel between the floors independently in the lift or use the stairs. Where some people enjoyed going out from the service into the garden or out for walks, we saw they were supported to do this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us there was not any restrictions at the service and they had choice to do what they wanted. One person told us, “I like to get up early and have breakfast, then sometimes I come for a second breakfast as well.” People told us they had choice over what times they got up or went to bed and chose how they wanted to spend their time during the day.

People had their own belongings to personalise their rooms how they wanted them to be. The registered manager told us they would support people’s religious and cultural needs. One person told us, “I don’t eat meat, so they always have an alternative for me.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff were responsive to people’s needs. People told us staff were very good and they were not kept waiting when they needed support. The registered manager observed staff practice and audited call response times to ensure peoples needs were being met promptly.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they felt they had a good staff team and that there was enough of them working each shift. Staff were supported with regular breaks and rest periods from work. Staff told us they felt supported by the registered manager and provider. There were regular staff meetings and supervisions to discuss any issues or the running of the service. The registered manager told us they believed if staff were happy, they could provide good care to people.