Victoria House

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

We assessed 1 quality statement in the caring key question and found areas that required improvement. However, the score for this area has been combined with scores based on the rating from the last inspection, which was Good. The rating for this area remains Good. People reported kind interactions from staff who knew them, however there was mixed feedback regarding the care and compassion from the agency staff.

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.

People told us when they had consistent staff who new them well, they were kind and helpful. One person told us, “I feel independent, and staff help me to be.” Some people raised concerns about the kindness and support they received from agency staff.

Staff understood the importance of maintaining people’s privacy and dignity. They were able to give examples of how they supported this in practice.

From feedback we have recieved there were no concerns regarding kindness and respect.

Care was delivered in a task focused manner. This meant that people did not always receive dignified care. We observed mixed interactions in relation to kindness. Although we saw some people approach people in a kind manner, other staff did not. For example, one person asked a staff member if they were their friend and was told no.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.