Victoria Court

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 treated people with kindness, empathy and respect for their privacy and dignity.

Staff built positive relationships with individuals and remained attentive to their emotional and physical well‑being. People were addressed by their preferred names, and staff showed genuine interest in their needs and preferences. We consistently observed staff checking on people’s well‑being and asking if they had enjoyed their meals.

One person told us, “The staff are always, very caring and understanding of peoples different circumstances.” A visiting professional said, “I have witnessed excellent care and support given to people on multiple occasions.” People were also supported to celebrate personal occasions, including birthdays and anniversaries.

The provider delivered personalised care that reflected each person’s individual needs, preferences, and protected characteristics. Staff recognised people’s strengths, abilities, aspirations, and cultural backgrounds.

People’s individuality was respected, and staff supported them to personalise their bedrooms according to their tastes. Cultural and religious needs were met both within the home and, where preferred, in the local community. The service also supported the celebration of significant cultural events.

People were encouraged to share their life experiences and interests with others and were offered a range of activities tailored to their needs and preferences.

The provider promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment, and wellbeing. Activities were coordinated based on individuals’ interests, and people were supported to engage in them as they wished. One person told us, “There is all sorts of things you can do if you want to but there’s no pressure if you prefer not to join in. All the staff are lovely, so caring and kind.”

People were supported to understand their rights and to contribute to the development of their own care. Care plans clearly outlined what individuals could do independently and where support was required, as well as their personal preferences and wishes.

The provider listened to and understood people’s needs, preferences and wishes. Staff responded promptly to individuals' immediate needs, minimising discomfort, concern or distress.

Staff knew people well and were able to recognise early signs of deterioration in their health. We observed staff addressing people’s needs in real time, such supporting people to attend to their personal care needs and with activities and interests.

The provider actively promoted staff wellbeing and created an environment that enabled the consistent delivery of person‑centred care.

Staff spoke positively about the management team. One member of staff said, “I feel management are the foundation of our support system within the home and they listen to our views and take them on board to improve quality within the home.”

Leaders offered both professional and personal support, which staff valued and said contributed to feeling respected in their roles. The service fostered a positive workplace culture built on mutual support. Shadowing opportunities ensured staff understood each person’s needs before delivering care, and staff were encouraged to maintain a healthy work life balance.