Background to this inspection
Updated
22 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector, an inspection manager and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Victoria Highgrove 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 service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was unannounced.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with eight people who used the service about their experience of the care provided. We spoke with nine members of staff including the Care Quality Director, a manager from a second home, a senior nurse, the activities coordinator, and carers. The registered manager for the home was on annual leave on the day of the inspection.
We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked again at staff recruitment files.
Updated
22 November 2019
About the service
Victoria Highgrove is a residential care home providing personal and nursing care for up to 21 people aged 65 and over. The home was providing care to 10 people aged over 65 at the time of the inspection, some of whom were living with dementia and other health conditions. The care home accommodates people in one adapted building which was under renovation at the time of the inspection. The building has three floors and an enclosed garden.
People’s experience of using this service and what we found
Medicines were not always managed consistently, and medicines administration charts were not always completed correctly, although we had no reason to believe anyone had come to harm because of this.
People were protected from the risks of abuse and harm by well trained, safely recruited staff. Risks were managed, and people told us they felt safe.
People had their needs assessed before moving into the home and frequently afterwards. Care staff were trained to fill in care plans, and staff followed the plans. People enjoyed the homemade food prepared by the chef. A person told us, “We have excellent food.” The home was clean and tidy despite extensive renovation work taking place. Staff worked well together and told us the home had a positive atmosphere.
People were well treated by caring staff who worked hard to ensure people had the care they needed. Staff encouraged people to remain independent and took notice of their views. People’s privacy was respected.
People were able to follow their interests both in and outside of the home with support from staff including an activities coordinator. Staff ensured people were involved in the planning of their own care. People were encouraged to feedback to the registered manager about the care they received so it could be continually improved. People were well supported at the end of their lives.
The service was well led by a registered manager and a management team that staff liked and respected. A staff member told us, “The management is absolutely wonderful here.” Staff were supervised and supported by the registered manager. People knew the registered manager who often worked alongside the care staff to assess the care they gave.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (Published 24 January 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.