Victoria Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 ensured that people were central to their care and treatment decisions, working with them to respond to changes in their needs.

Staff supported individuals to express their preferences and made reasonable efforts to accommodate these in areas such as meals, activities, and daily routines.

People told us they felt involved in their care and in decisions about it. One person said, “I am always consulted about the care and support I receive; the staff treat me respectfully.” Care plans were detailed and accurately reflected each person’s needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff worked collaboratively across teams and with external professionals to deliver integrated support aligned with each person’s assessed needs. Care records clearly reflected this coordinated approach, promoting consistency and responsiveness.

Transitions between services, such as hospital discharge or changes in support needs were managed effectively to minimise disruption and reduce anxiety for individuals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service adhered to the Accessible Information Standard, with communication preferences clearly identified, recorded, and acted upon. Information was provided in accessible formats as required, such as easy read or large print. This supported people to engage with their care and understand the options available to them.

The provider ensured that people could easily share feedback, ideas, or complaints about their care and support. Staff involved individuals in decisions about their care and communicated any resulting changes. Relatives reported that they understood how to raise concerns and felt confident these would be taken seriously.

The service promoted a culture where feedback was encouraged and acted upon. People were supported during reviews to participate in care planning, and carers were invited to contribute when appropriate.

Complaints were handled in accordance with the provider’s complaints procedure.

The provider ensured that people received timely access to the care, support and treatment they required.

Referrals to other services were made when appropriate, and reasonable adjustments were implemented to support people in accessing the building and outdoor areas.

Staff and leaders listened carefully to information about groups most likely to experience unequal outcomes and adapted care, support, and treatment accordingly.

People described how they accessed healthcare services, including how staff supported them to attend hospital appointments and arranged transport when needed.

People were supported to plan for significant life changes and given sufficient time to make informed decisions about their future, including end‑of‑life care.

Where appropriate, staff sensitively discussed individuals’ preferences and wishes for their end‑of‑life arrangements. A visiting professional told us, “I have witnessed amazing care especially to those that have become end of life in their care.” Care records clearly documented any advance decisions people had made.