Coppelia House

Our decision to inspect the service was due to concerns sent to CQC. These included poor staff morale and how the home was managed. We found there were areas for improvement, but these areas had no significant impact on people living with dementia.

People were protected and kept safe. The provider established and maintained safe systems of care. They understood and managed risks and had a proactive and positive culture of safety. Staff managed medicines and the risk of infection well. However, supervision was not regularly provided or recorded and some improvement was needed for the oversight of risk management.

People’s care and treatment was effective. Their needs were assessed and reviewed and care and treatment well planned and delivered. The provider worked well across teams and services to support people. People were clear about their rights around consent.

People were treated with kindness, empathy and compassion. Staff treated people with kindness, acknowledging and responding to people's individuality. The atmosphere was friendly and welcoming with friendships nurtured by staff. People looked relaxed and at ease in their surroundings.

People were kept at the centre of their care and treatment and their diverse health and care needs were well understood. People could share their feedback and ideas. People could access care, support and treatment they needed when they needed it.

New systems had been embedded to enhance the quality assurance and oversight of the home. The provider focused on continuous learning, innovation and improvement. The provider recognised a change in leadership style had led to some staff feeling unsettled and changes had been made to improve the management of the home.