Archived: Victoria Downlands

We spoke with the acting manager, the deputy manager, four members of staff, six people who lived in the service and three of their relatives.

We found that people were provided with a clear statement relevant to the fees, terms and conditions prior to the start of the service, and were given time to consider whether they wished to proceed with their residency, care, treatment and support. One relative of a person who lived in Victoria Downlands told us, "The contract and the fees for the residency and other services were clear from the start".

We looked at ten sets of records for people who used the service and observed that the care that was provided was planned and delivered in line with their individual care plan. These were comprehensive, reflected individual care needs accurately and had clear action plans in place. A person who used the service told us, "This is my home and I am very happy here, everyone is so kind". A relative stated, "My mother is extremely well looked after, the staff are so caring". Another relative said, "When my mother became unwell I was kept informed straight away, I cannot fault the staff they are simply wonderful".

We found that there were enough qualified, skilled and experienced staff to meet people's needs. People who used the service had individualised dependency charts that were used to determine appropriate staffing levels to meet their needs. People who used the service told us, "They always come quickly when I press my cord bell, although it may take a bit longer when they are extra busy" and, "The staff are kind, they take the time to come and sit and talk with me every day".

We saw that the provider followed local authority policy and procedures for safeguarding vulnerable adults at risk. Staff were appropriately trained in the safeguarding of vulnerable adults. One member of staff told us, "The training told us how to spot signs of abuse".

People who used the service were made aware of the complaints system. People told us, "If I had to complain I would just speak out, I am sure they will listen to me and put things right". People's complaints were fully investigated and resolved, where possible, to their satisfaction.

Records showed that people's care needs had been assessed, planned, reviewed and delivered in line with their individual care plan. Care staff understood their care needs and had completed appropriate training. One person who used the service commented 'I couldn't ask for anything better'.

People were protected from the risks of inadequate nutrition and dehydration. One person who used the service commented 'The meals are spectacular.'

Appropriate arrangements were in place in relation to obtaining, storing, administering handling and recording medicines.

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