Victoria Court

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 demonstrated a clear and consistent vision, strategy, and culture grounded in transparency, equity, human rights, diversity and inclusion, engagement, and an understanding of people’s needs.

Relatives told us the registered manager was open, transparent, and approachable. They felt confident that any concerns would be listened to and addressed promptly, which supported positive relationships between families and the service.

The registered manager fostered a supportive culture in which staff felt valued. Staff reported that they were able to provide feedback, raise concerns, and access support when needed.

The management team worked effectively with external professionals and agencies, including healthcare teams, social workers, and local authorities, helping to ensure people received well‑coordinated and effective care.

The provider had effective and inclusive leadership at all levels. Leaders understood the context of the care and support they delivered and demonstrated the organisation’s values in their work. They possessed the skills, knowledge and credibility needed to lead with integrity and transparency.

The management team valued staff contributions and actively sought their views. Staff were supported with clear guidance, established procedures and relevant training to ensure they were confident and competent in their roles. They told us the registered manager was approachable and knowledgeable, and they felt assured the service was being managed safely.

Visiting professionals and people’s relatives were also positive about the management team. One relative said, “I feel the manager and their team, manage the home very well, it feels like a caring happy place, I have phoned the manager many times and they always do their best to help me.

The provider promoted a positive culture where people felt confident to speak up and have their views heard.

The registered manager offered multiple avenues for feedback and for raising concerns, including regular conversations with staff and the accessibility of various members of the management team.

The provider demonstrated a strong commitment to workforce diversity and fostered an inclusive, equitable culture.

Staff reported feeling well supported by the management team, both professionally and personally. They described an environment where they felt listened to, valued, and cared for, contributing to a positive and inclusive workplace culture.

The provider had clear roles, responsibilities and governance structures that supported effective accountability. These systems enabled the delivery of high‑quality, sustainable care and ensured decisions were informed by reliable data on risk, performance and outcomes. Relevant information was shared securely when appropriate.

Regular audits and checks were carried out to monitor quality and safety, and the findings were used to drive ongoing improvement.

The registered manager reported all significant events to CQC promptly and in accordance with statutory requirements.

The provider demonstrated a clear commitment to collaboration, ensuring services operated effectively and cohesively. They shared information and learning with partner organisations and worked jointly to drive improvements.

The registered manager ensured consistent partnership working with relevant health and social care professionals. Feedback from visiting professionals was positive. One told us, “I would recommend this care home to family and friends for loved ones.”

Relatives reported being included in care reviews and kept informed of any changes to their family member’s care, supporting transparent communication and effective joint working.

The provider demonstrated a strong commitment to continuous learning, innovation, and improvement across the organisation and wider system. They promoted creative approaches to ensuring equality of experience, outcomes, and quality of life for people, and actively contributed to safe, effective practice and research.

Robust oversight processes were in place, including regular health and safety audits across key areas. Audit findings were systematically reviewed and used to inform action plans, supporting sustained improvement. Overall, the provider showed a clear and consistent focus on learning, development, and the delivery of high‑quality care.