New Victoria Nursing Home

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 staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. We observed staff always knocked on the people’s doors and waited for a response before entering the rooms.

We observed staff talking to people in a respectful way and had encouraging and caring interactions, which had a positive effect on people. One person told us, “The staff are marvellous.” A second person commented, “They [staff] are always respectful.”

When one person was displaying distressed behaviours, staff listened and acknowledged what they were saying. They used strategies of humour, the offer of a cup of tea or changing the subject to the person’s favourite topics to de-escalate the situation and promote their dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, preferences, and protected characteristics.

We observed multiple examples of staff offering people choices, respecting their decisions and tailoring their support around their choices. We observed the nurse knew people’s routines and how they liked to be given their medications. We observed the registered manager go shopping to purchase 1 person’s preferred foods for lunch.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

There was no restriction on visiting and relatives told us they were able to visit at any time, but did avoid busy times like mealtimes. People had the right to furnish their rooms as they liked. One person had had a giant TV fitted on their wall and satellite TV installed. At times other people living at New Victoria were welcomed by them into their room to watch sports.

The provider worked in partnership with 1 person to manage their medicines. While the person ordered the medicines the provider stored and administered them.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed people were responded to straight away when they requested support. Staff noticed when people were becoming upset and offered reassurance and support. They knew the right things to say or do or provided a cup of tea to make people happier. One person liked to request 2 breakfasts every morning, which was accommodated by the registered manager.

One person told me, “The staff seem to know what they are doing and do it effectively and efficiently.”

Where people’s health concerns required to be escalated to specialist health agencies, this was done in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us their workload was manageable and felt supported by the registered manager. One staff member said, “We are a good team here. [Registered manager] is a good manager.”