Victoria House Also known as Victoria House North East Limited

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

​Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. ​ At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant people were safe and protected from avoidable harm.​

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.

The provider had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People received safe care because staff learned from safety alerts and incidents. A staff member commented, “Any incident I would report it to the manager. “Any incidents about people's safety were discussed with staff in a timely way, with action taken to mitigate further risks.

Staff at the service worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. A professional commented, “We have built such a professional relationship up that I find they are communicating with me all their concerns, however little they may be, when it is regarding my client and their health and welfare.” Staff made sure there was continuity of care, including when people moved between different services. Information was collected before people started to use the service, and a detailed hospital passport was prepared to ensure their needs could be met, if they moved elsewhere.

Staff worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service shared concerns quickly and appropriately.A professional commented, “I am always informed promptly of any issues which arise and any safeguarding which may require further action.” People told us they felt safe, they would speak with staff if they were worried, and they always felt listened to. A person commented, “This is my home, I have lived here for years, I feel very safe and trust the staff.” A professional told us, “My client appears and verbalises to be very happy residing at Victoria house.”

Staff worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.Staff supported people safely and appropriate equipment was available if people needed assistance. Risks were assessed and any identified risk was transferred to care plans. Care plans contained guidance for staff to follow to keep people safe, including how to respond when people became distressed. People were supported to take positive risks to aid their independence. A staff member commented, “We promote independence in a safe way. We supported [Name] to travel independently, they have a bus pass and now travel all over.”

Staff at the service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Equipment was regularly serviced to maintain safety. Health and safety items and policies were discussed with people at their monthly meetings to raise their awareness and to help ensure their safety.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.There were sufficient staff to support people safely. A relative commented, “[Name] is very safe. Staff are so attentive and maintain high standards.”Staff received a range of training, to give some insight into people's needs, this included the recent Oliver McGowan Mandatory Training on Learning Disability and Autism. Staff members’ comments included, “There are lots of opportunities for training”, “I have just finished a level 3 National Vocational Qualification [NVQ]” and “I get regular supervision and am up to date with my e learning and we have to read the quality procedures, for safeguarding, autism and learning disabilities.”

Staff assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.Staff told us personal protective equipment (PPE) and all cleaning materials needed were available. They confirmed they had received infection control training. A staff member commented, “I am infection prevention control [IPC] lead, which means I am responsible for making sure staff follow effective infection prevention control in the home.”

Staff made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened to people’s medicines. Improvements had been made to medicines records. There was information available on how people took their medicines. Staff ensured medicines were reviewed if people’s needs changed, and in line with ‘Stopping over medication of people with a learning disability and autistic people (STOMP).’ Some people were prescribed medicines to be taken on a ‘when required’ basis or with a variable dose. Guidance for how these medicines should be administered was person-centred. A staff member commented, “In terms of ‘when required’ medicines people will ask for pain relief. For those that cannot communicate we can tell by their facial expression, behaviour and mood how they are feeling.” Records of regular medicines were well-maintained and followed national guidance including recording people’s allergies.