Victoria House

Updated 22 April 2024

We carried out an assessment of this service to follow up on some concerns we had received. The assessment included multiple site visits by two inspectors on 12 June, 19 June and 25 June 2024. We assessed a total of 17 quality statements from the safe, effective, caring, responsive and well led key questions and found areas of concern as well as some areas of good practice. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. Our overall rating has changed to requires improvement. We found breaches in our regulations relating to person centred care, the need for consent, safe care and treatment, good governance and staffing. We have also made a recommendation regarding the safe management of medicines and the recording of recruitment checks. This means the service needs to make improvements in these areas. We will request an action plan from the provider to understand what they will do to improve standards of quality and safety. We will continue to monitor information we receive about the service, which will help inform when we next undertake an assessment.

Updated 22 April 2024

During the inspection we spoke to 8 people, 2 relatives and 12 staff members to gain feedback about their experiences. People gave mixed reviews about the care provided at the service, some people did not feel safe and were disappointed by the quality of care. One person said, “I feel frustrated at times, I feel like I’m rushed, and they should know how to help me.” People told us the care was better when they had staff who knew them well, but this wasn’t always available to them. Agency workers and new staff were not always trained which affected the care provided. One staff member said, “People are not getting the support they should.” It was acknowledged that the inconsistent management of the service had a negative impact on staff morale, however, people were positive that improvements could be made. Staff knew what good care was but felt restricted in their ability to provide good care due to the staffing constraints in the service.