This inspection took place on the 7 January 2019 and was unannounced.

Victoria court private rest home is a ‘care home’ for the elderly. 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. It is situated is Southend on sea, Essex.

Victoria court private rest home provides accommodation and support for up to 29 people who may need assistance with personal care and may have care needs associated with living with dementia. There were 25 people living at the service at the time of our inspection. The home does not provide nursing care.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our last inspection in June 2016, the overall rating of this service was Good. At this inspection we found the service to be good, however, some improvements needed to be made as to ensure people’s records were a true reflection of people's current care needs.

The service was not always safe. The service assessed and reviewed people’s health and wellbeing to minimise risk to health, however, we noted that this information was not always contained in people’s support plans. Whilst staff were knowledgeable about keeping people safe. Risk assessments were not always updated to reflect a change in people’s needs.

The service carried out appropriate recruitment checks before staff commenced employment. There was sufficient staff on duty to meet the needs of people and keep them safe from potential harm or abuse. The service had an effective management and monitoring structure in place for the management of people’s medicines.

The service was effective. People were cared for and supported by staff who had received training to support people to meet their needs. The manager had a good understanding of their responsibilities in relation to the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards. The service supported people to eat and drink enough which ensured people maintained a balanced diet.

The service was caring. Staff cared for people in an empathetic and kind manner. Staff had a good understanding of people’s preferences of care. People’s were encouraged to be independent and to make informed decisions about their care.

The service was responsive. The service had not carried out regular care plans reviews and recorded changes were made when needed. People and their relatives were involved in the planning and review of their care. People were supported to follow their interests and participate in social activities. The service responded to complaints received in a timely manner.

The service was well led. The service had systems in place to monitor and provide good care and these were reviewed on a regular basis. The manager told us that current systems and processes where being updated and improved.

The Inspection took place on the 1 June 2016.

Victoria Lodge provides accommodation and personal care without nursing for up to 29 persons some of whom may be living with dementia. At the time of our inspection 27 people were living at the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. People were cared for safely by staff who had been recruited and employed after appropriate checks had been completed. People’s needs were met by sufficient numbers of staff. Medication was dispensed by staff who had received training to do so.

People were safeguarded from the potential of harm and their freedoms protected. Staff were provided with training in Safeguarding Adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). The manager was up-to-date with the law regarding DoLS and knew how to make a referral if required.

People had sufficient amounts to eat and drink to ensure that their dietary and nutrition needs were met. The service worked well with other professionals to ensure that people's health needs were met. People's care records showed that, where appropriate, support and guidance was sought from health care professionals, including a doctor, district nurse and palliative care nurse.

Staff were attentive to people's needs. Staff were able to demonstrate that they knew people well. Staff treated people with dignity and respect.

People were provided with the opportunity to participate in activities which interested them. These activities were diverse to meet people’s social needs. People knew how to make a complaint should they need to.

The service had a number of ways of gathering people’s views including talking with people, staff, and relatives. The manager carried out quality monitoring to help ensure the service was running effectively and to make improvements.

When we visited Victoria Court we found that the people using the service were asked for their consent prior to receiving any care or treatment and that their decisions were respected. Staff spoken with displayed knowledge around consent and were observed asking people for their consent prior to providing care and treatment.

We looked at five care plans during our visit and found that they were personalised and contained information that enabled care staff to meet people's needs. Staff spoken with told us that the care plans were clear and detailed the support that was required. One relative we spoke with said, "The staff are affectionate and caring and I am notified if there is ever an issue. They are well trained and I would recommend them to anyone."

The provider had effective infection control systems in place to reduce the risk of cross infection. The cleaning of the home was undertaken on a regular basis and kitchen hygiene was of a good standard.

Staffing levels were maintained and there was a system in place to manage shortages when they arose. Training schedules reflected that mandatory and other training was being undertaken and monitored.

The provider undertook surveys with people using the service and relatives to obtain their views as to how the service could be improved. Staff views were also sought at team meetings and complaints and adverse incidents were analysed to identify areas for improvement.

We spoke with two people using the service. A person spoke with us as they had lunch. They told us that staff treated them well and that the food was, "Good and enjoyable". Another person confirmed that they were well and that they had, "no concerns". All five relatives we spoke with told us that they thought that Victoria Court provided a good standard of care. One relative said, "My relative immediately settled here. Staff are kind and nothing is too much trouble." Another told us, "I visited many homes looking for the right place. I arrived at this service just before lunch and was amazed when a carer burst into song and all the residents joined in. It just felt right."

People experienced care, treatment and support that met their needs and protected their rights. People had detailed care plans relating to aspects of their care needs. One person said, “Staff are always there for me." A relative told us, "My family member is always clean and tidy when I visit".

People were cared for by suitably qualified, skilled and experienced staff. We found that staff understood the needs of people using the service and had the skills necessary to ensure that their health and wellbeing was maintained.

A complaints procedure was available and outlined the service's responsibility to acknowledge people's complaints and to feedback a final outcome. People told us that if they had any concerns or complaints they were confident to use the complaints system.

This visit was only carried out to look at how medicines were being managed in the home following concerns raised at out planned review in January this year. Earlier this year people told us that they were happy with how their medicines were managed. At this visit no specific comments were made.

People told us that they experience good care and are happy with the service they receive at Victoria Court Private Rest Home.