Archived: Victoria Chartwell

There were 22 people who used the service at the time of our inspection. We looked at supporting care documentation, records in relation to the management of the service and staff documentation. We observed care staff supporting people in the service. We spoke with the manager, a registered nurse who worked as a member of the organisation's bank staff, two care workers, a domestic assistant, a maintenance person, seven people who used the service and four visiting relatives.

This told us people's care needs had been assessed and reviewed, and care and treatment had been planned and delivered as detailed in their individual care plan. Comments received from people who used the service included, 'Absolutely all top-hole,' 'I would not like to be moved anywhere else,' 'They are fabulous. They are very empathic,' and 'They are very nice people.'

Infection control policies and procedures were in place to protect people. All the people we spoke with told us they thought the service was kept clean. Comments received included, 'It's lovely,' 'Very clean,' and 'Washing is very good.'

Appropriate arrangements were in place to ensure people were cared for in an environment that was adequately maintained.

Recruitment policies and procedures were in place to protect people. Appropriate identity and security checks had been completed as part of the recruitment process.

We found that the processes were in place to respond to complaints.

This told us people had been asked for their consent for any care or treatment, and staff had acted in accordance with their wishes. Records showed that people's care needs had been assessed, planned, reviewed and care delivered in line with their individual care plan. Care staff understood people's care needs and had completed appropriate training. One person commented 'The staff are in tune to my care needs.'

People were protected from the risks of inadequate nutrition and dehydration. One person commented 'The meals are excellent.'

Appropriate arrangements were in place in relation to the management of medicines.

The records for the management of the service were accurate and complete.