Copthorne Complete Home Care Limited

We have recommended that the provider follows more robust procedures relating to staff recruitment. Systems to investigate and learn from accidents and incidents had improved. Risk assessments were in place to manage and reduce people's risk of harm and these were understood by staff. Staff were trained in safeguarding people from abuse and understood how to report concerns. Care plans provided staff with an overview of people's care needs and these were regularly reviewed. People received their medicines when they needed them from staff who were trained and competent. Staff received regular supervisions and training. People were protected from risks associated with the control and spread of infection.

People felt listened to and were involved in planning and reviewing the support they received. People’s communication needs were assessed, and care plans were in place to guide staff. Staff worked in accordance with the Mental Capacity Act (MCA) 2005 to ensure people’s rights were respected. People were supported to access healthcare services in accordance with their needs when required.

People were supported by kind and caring staff who knew what was important to them. People were treated with dignity and respect by staff. Staff supported people to maintain their independence. People were supported by a small staff team who were supported in their role.

We have made a recommendation that the provider ensures staff are provided with information about people’s wishes for emergency and lifesaving treatment so that they know the action to take when a person’s relative is not there to advise them. People knew how to raise concerns and felt confident in doing so. People’s care and support was delivered in accordance with their needs and preferences. Staff liaised with health and social care professionals to achieve good outcomes for people. Staff had received training about equality and diversity and human rights. Information could be provided in accessible formats for people where required.

Systems to monitor and improve the quality and safety of the service people received were now being carried out. However, more time is needed to ensure these are embedded and can be sustained over time. Staff felt supported in their role and were confident in speaking up. People’s views were encouraged and responded to. The registered manager and staff were aware of their roles and responsibilities.