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Victoria House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 3 December 2019

About the service

Victoria House is a care home which provides residential and nursing care for up to 68 people across two interlinked buildings. Some people at the service were living with dementia and/or mental health conditions. At the time of the inspection 60 people were using the service.

Victoria House accommodates older people who require residential or nursing care some of who are living with dementia. Regent House (attached to Victoria House) supports younger adults who are experiencing mental health conditions and has the aim of enabling people to move onto living independently. Each building has its own separate facilities.

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

Victoria House required refurbishment and was not always free of malodours. Furnishings were worn, décor dated, and the general upkeep of the home required improving.

Risks to people’s health living in the residential wing were not consistently assessed to provide staff with guidance on how to keep people safe.

The provider’s quality assurance checks had not highlighted the issues found during this inspection regarding the standards within the service and record keeping.

Staff knew how to safeguard people from abuse. Recruitment processes were being reviewed and strengthened. Staff and people told us there was enough staff on duty to meet needs.

Most people’s care and support plans were person-centred and reflective of people’s specific health needs and future goals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. However, the providers procedures were not followed in practice for some people. We have made a recommendation the provider reviews their systems to strengthen this area.

The service worked closely with other professionals and agencies to best meet people’s needs. A complaints system was in place. Lessons were learnt from adverse incidents.

The provider had recently appointed a new registered manager. Staff stated they felt supported by the new registered manager, had started to receive regular supervision and annual appraisal’s were planned. Staff received training in line with the provider’s policy.

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 (published 24 October 2018). At this inspection the service has been rated Requires Improvement.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to how the provider maintains the premises and equipment and, monitors the quality of the service provided at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 3 December 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 3 December 2019

The service was not always effective.

Details are in our effective findings below.



Updated 3 December 2019

The service was caring.

Details are in our caring findings below.



Updated 3 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 3 December 2019

The service was not always well-led.

Details are in our well-led findings below.