New Victoria Nursing Home

People were treated with kindness, dignity and respect. Staff knew people's preferences and encouraged them to remain independent.

“People were treated with respect, compassion, and kindness, they were given emotional support when needed.” from the report

Inspectors saw staff respond to requests for help, and people said staff came quickly when they used their call buzzer.

“Staff were deployed effectively, during the inspection we observed staff responding to calls for assistance.” from the report

People were supported to maintain relationships and join in activities such as games, coffee trips and dominoes.

“There was an activities coordinator at the service and people told us they were supported to take part in activities.” from the report

Staff said they were happy in their roles and felt supported. People, relatives and staff were positive about the registered manager.

“There was a positive staff culture at the service and staff were happy in their roles.” from the report

Risks to people's health, safety and wellbeing were not consistently assessed or managed. Incorrect emergency evacuation information was found in four records.

“People were at increased risk of harm as systems for monitoring and learning from accidents and incidents were not robust.” from the report

Records did not always explain why medicines were not needed or give staff all the information required. This followed an earlier recommendation about medicines recording.

“At this inspection we found not enough improvement had been made.” from the report

The home did not always follow the Mental Capacity Act. Covert medicines were started without the required decision, and the person involved had capacity and should not have been restricted.

“A person had been receiving covert medicines. The covert procedure had been implemented without a DoLS or best interests' decision prior to this being commenced.” from the report

Records did not always show people's dietary needs or the correct consistency for drinks. This could have increased the risk of harm.

“We were not assured people received drinks prepared to the correct texture in line with professional guidelines.” from the report

Audits did not always identify or resolve the problems found by inspectors. Records were not reliably accurate, complete and up to date.

“The governance system was ineffective. Areas of concern on inspection had not been noted and fully addressed.” from the report