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Victoriana Care Home Inadequate

We are carrying out a review of quality at Victoriana Care Home. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 16 November 2019

Victoriana Care Home is a residential care home providing personal care to 27 people. The service can support up to 33 people. The service supports people in property over three floors.

People’s experience of using this service and what we found

We found multiple issues in relation to poor hygiene and infection control practices at the home. Key safety risks were not being identified, assessed, and action taken to reduce these potential risks. The management team and provider were not always promoting the safety of people who had a history of mental health needs. When we raised these issues to the registered manager they took action to start to address our concerns.

Staff did not always have a complete knowledge and understanding about how to protect people from potential abuse. Risk assessments for people were not up to date and completed in full. People’s medical creams were not being stored and monitored in a safe way. Recommendations by a provider of fire related equipment had not been acted upon in a reasonable time frame.

People did not speak negatively about the food, but they equally did not speak positively about it, they thought it was ok. The meal experience was basic and was not promoted as a pleasurable experience. The service did respond when people were at risk of being an unhealthy weight.

People had input from health and social care professionals, but key health appointments such as dental and chiropody were not always happening or being effectively monitored to ensure people also had this health input. Staff knowledge and practice was not always complete in terms of managing people’s needs and safety. Staff felt supported by the registered manager and felt they could approach them and raise issues when needed.

People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service were not always supporting this best practice. The registered manager was assessing people’s mental capacity, but this was not always in line with best practice.

The provider was not promoting people’s dignity in relation to their experience of care and the environment they lived in. Sometimes staff were not respectful to people, at times staff behaved in an institutionalised way with people.

Staff did not routinely engage with people in a friendly and personalised way. They had not formed or tried to form good relationships with people. There was a lack of social stimulation, in terms of conversations activities and events. The management were not trying to promote people’s interests or enable them to form new interests and goals with life.

The provider was not completing robust and meaningful audits and checks of the service. The registered manager told us they felt supported by them. However, we found the provider was not effectively assessing the service, to help improve people’s experiences at the home.

The registered manager was working creatively with some people to promote their independence, ensure they stayed connected to friends and stayed motivated to engage with services provided by health and social care professionals. The registered manager was also supporting people to have holidays. However, this good practice, had not filtered down to all staff and had not influenced the general culture of the home.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good overall with Requires Improvement in well led (published in 24 April 2018).

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to the governance of the service, the safety in terms of hygiene and people’s experiences in living at the home.

Full information about CQC’s regulatory response to the more s

Inspection areas



Updated 16 November 2019

The service was not safe.

Details are in our safe findings below.


Requires improvement

Updated 16 November 2019

The service was not always effective.

Details are in our effective findings below.



Updated 16 November 2019

The service was not caring.

Details are in our caring findings below.


Requires improvement

Updated 16 November 2019

The service was not always responsive.

Details are in our responsive findings below.



Updated 16 November 2019

The service was not well-led.

Details are in our well-Led findings below.