- Care home
Archived: Victoria House Nursing Home
Assessment report published 21 April 2026
Contents
Ratings
Our view of the service
Date of Assessment: 11 February to 13 March 2026. We visited the service on 11 February and 18 February 2026. The assessment was completed in line with CQC methodology and was prompted due to the length of time since our last assessment. The service provides personal and/or nursing care for younger adults and older people, some of whom are living with a dementia.
Regular safety checks were completed on the environment, utilities and equipment. People received their prescribed medicines at the right time and in the right way. Safe infection prevention and control practices were followed to minimise the spread of infection.
The environment was welcoming, bright and homely. We observed mealtimes were calm, well managed and person‑centred. Activities were taking place on each day of our visit, and people spoke positively about the range on offer. Staff responded well to people’s needs and supported them with patience and compassion. Staff were committed to providing good care.
Safe recruitment procedures were in place. Call bells were answered quickly, and staffing levels were appropriate to meet people’s needs. Safeguarding investigations were detailed with lessons learnt.
People’s care plans were person centred and included best practice guidance on how to effectively support people.
People were supported to make informed decisions about their care through their involvement in the initial assessment of their needs, care planning and review processes. Staff treated people with kindness and respect and promoted their independence. Staff provided people with the support they needed to maintain good health and wellbeing. The culture of the service was positive, and person centred. Staff enjoyed their jobs and reported good morale amongst the team. Manager’s led by example.
Staff said managers were approachable, supportive and listened to them. Managers worked closely with colleagues and people who used the service to ensure care standards met desired expectations.
People's experience of this service
People and relatives consistently described feeling safe and supported: A person told us, “I feel safe. I know the doors are locked and the staff are there and I can sleep at night.” Another person said, “Yes, I’m safe I’m being cared for. If I need anything they get it.” During conversation a person told us, “I feel safe in here because I am not on my own, but if I want to be I can sit in my room.”
Relatives reported confidence in staffing levels and availability. One relative said, “As soon as the buzzer is pressed the staff are there to help.” A person told us, “The staff are very good and there is always plenty of them.” Another person said, “I am really happy here and get plenty of support. Sometimes there is some agency staff, but they are not as good as the regular staff.” Another person said, “When I was told I had a place in here I thought I had won the pools. It takes the stress off my family.”
People and relatives told us they had access to healthcare professionals when needed. A person said, “The dentist came to visit… [staff] keep me informed about any appointments.” A relative told us, “[Person] broke their tooth and the dentist came to visit. [Person] gets their feet done.”
People described being offered choice and flexibility with food. A person said, “You get 2 choices a day. If you don’t like it, you can have something else.” A relative told us, “[Person] likes milk and they give [person] supplement drinks.”
When speaking with people and relatives they described the staff as very caring. One person said, “We have a bit of fun with staff and they are always helpful.” A relative told us, “Yes, they are kind and patient. [Staff] have time to talk to [person].”
Activities and outings were enjoyed. One person said, “I like armchair exercises and a game of bingo. I have been for a run out in the minibus.” Another person told us, “Last week we went to the garden centre and had tea and biscuits. We have entertainers and bingo.”
People and relatives told us if they were unhappy, they would feel comfortable in raising a complaint. One person told us, “I know the manager I have spoken to her when I have needed to. She is always around.”
Our observations included the use of the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.We observed kind and caring staff who provided people with the support and care they needed. Staf were encouraging people with their independence. We saw staff supporting those people who were unable to drink independently. People were shown and offered a choice. People were given time to make a response. Staff supported people at their pace and were patient. Staff carefully used moving and handling equipment when supporting people to move from one place to another. Staff reassured people and told them what to expect. Staff engaged well with people whilst providing gentle touch for reassurance.