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Inspection Summary


Overall summary & rating

Good

Updated 23 February 2019

This was an unannounced inspection that took place on 8 and 11 January 2019.

Victoria House Residential Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The home provides accommodation for up to 30 older people some of whom may have dementia. It is located in the Kew area of Richmond in Surrey.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

At the last inspection in November 2017, the key question of well-led was rated requires improvement. The other key questions of safe, effective, caring and responsive were rated good. The overall rating was good. We identified one breach of the regulations regarding the quality assurance system which had not picked up that reviews on the samples of care plans we looked at had not been updated. At this inspection the requirements of this regulation were met.

People said the home had a friendly and relaxed atmosphere with well provided care and support. There were plenty of staff to meet people’s needs and they did so in a respectful, kind and compassionate manner.

The home kept thorough, comprehensive and up to date records that were regularly reviewed with information presented in a clear and easy to understand way.

People were encouraged and enabled to discuss health needs and had access to community based health professionals as required as well as the home’s care staff. People’s diets were balanced, protected them from nutrition and hydration associated risks and also met their likes, dislikes and preferences. Some people said the meals available were of good quality, plentiful and there were sufficient choices provided. Others felt they could be improved. Staff prompted and supported people to eat their meals and drink as required whilst enabling them to eat at their own pace and enjoy meals.

The home was clean, well-furnished and maintained and provided a safe environment for people to live and staff to work in.

Staff were very knowledgeable about the people they supported and had appropriate skills and training to meet people’s needs competently. They provided people with individualised care in a professional, friendly and supportive way.

Staff were aware of their responsibility to treat people equally and respect their diversity and human rights. They treated everyone equally and fairly whilst recognizing and respecting people’s differences.

The Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS) require the provider to submit applications to a ‘Supervisory body’ for authority. Applications had been submitted by the provider, applications under DoLS had been authorised and the provider was complying with the conditions applied to the authorisation.

Staff said the registered manager and organisation provided good support and there were opportunities for career advancement.

People and their relatives said the registered manager and staff were approachable, responsive and they encouraged feedback.

The home had systems that consistently monitored and assessed the quality of the service provided.

The health care professionals that we contacted were very positive about the care and support provided by the home and raised no concerns regarding its quality.

Inspection areas

Safe

Good

Updated 23 February 2019

'The service remains Good.'

Effective

Good

Updated 23 February 2019

'The service remains Good.'

Caring

Good

Updated 23 February 2019

'The service remains Good.'

Responsive

Good

Updated 23 February 2019

'The service remains Good.'

Well-led

Good

Updated 23 February 2019

The service was well led

There was a clear vision and positive culture within the home that was focussed on people as individuals. They were enabled to make decisions in an encouraging and inclusive atmosphere. People were familiar with who the registered manager and staff were and encouraged to put their views forward.

There were robust systems to assess, monitor and improve the quality of the service people received. People and their relatives were involved in these processes and in the development of the service.

Staff were well supported by the registered manager and management team and advancement opportunities were available to them.