CQC report explained · a residential care home
What the CQC found at Coppelia House
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, March 2021
Coppelia House was inspected but not rated; the previous Good rating remained, with infection control and care arrangements found to be satisfactory overall.
This was an announced, targeted inspection on 11 February 2021. One inspector checked specific concerns about infection control, medicine storage, staff training, personal care and complaints. They spoke with staff, people in communal areas, visiting professionals and family members, and reviewed care, training, rota and complaint records.
Inspectors were assured that infection control measures were suitable. Staff used protective equipment correctly, there were sufficient supplies, medicines were stored securely, and people's needs and care plans were reviewed. Staff training and supervision were in place, although some individual training was not complete.
The home had systems for recording and investigating complaints. Families and professionals generally said people were well cared for and that management was approachable. The infection control policy needed some updating, but the report did not identify a breach.
This was not a full inspection and the service was not given new ratings. The previous overall rating was Good, from 21 November 2019, and the report says that rating remained unchanged.
Infection control
Inspectors were assured that infection prevention measures were suitable. Staff used protective equipment correctly and supplies were available.
“We were assured that the provider was using PPE effectively and safely.” from the report
Secure medicines
Medicines were kept in locked cupboards inside a separately secured room. Staff administering medicines kept the storage keys with them.
“Medicines were stored in locked cabinets within a room secured with a number operated key pad.” from the report
Care planning
People's needs were assessed and reviewed. Inspectors found enough detail in care plans to help staff provide the required support.
“People's needs were assessed, regularly reviewed and care plans contained enough detail to enable staff to meet peoples needs.” from the report
Complaints handling
The home had systems to record, investigate and respond to complaints. Inspectors found that complaints were investigated thoroughly.
“Complaints were investigated thoroughly, and the manager was supported by the wider company structure.” from the report
Staff support
Staff received training relevant to their roles, and the manager had started a programme of supervision and practical observations.
“The manager had put a supervision programme in place and had conducted some supervisions.” from the report
Policy needed updating
minorThe infection prevention and control policy was in place, but some parts did not reflect current government guidance.
“There was an infection prevention and control policy in place, however, some elements of it needed updating to reflect current UK government guidance.” from the report
Some training incomplete
needs fixingSome individual staff had not completed all required training, including first aid. Inspectors were told that a trained staff member was always on shift.
“Whilst some individual staff had yet to complete some training, for example first aid, there was always a staff member who had completed the training on shift.” from the report
Previous difficulties meeting needs
needs fixingOne staff member said there had been times when it was difficult to meet people's needs, although this had improved. The inspection was partly carried out because of concerns about personal care being provided on time.
“One staff member told us there had been times where it had been difficult to meet people's needs, however this had improved.” from the report
- 01Has the infection prevention and control policy been fully updated to reflect current government guidance?
- 02Have all staff now completed their required training, including first aid?
- 03How do you make sure people receive personal care at the right time, especially when the home is busy?
- 04How are people's care plans reviewed when their needs change?
- 05How can families raise a concern, and how quickly will they receive a response?
This was a targeted inspection of specific concerns about Safe, Effective and Responsive care; it did not assess the full key questions, and the previous Good rating remained in place. This explanation was written from the published report of 20 March 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, November 2019
Rated Good; inspectors found safe, kind and personalised care, with minor concerns about food consistency and occasional call-bell waits.
This was an unannounced inspection on 1 November 2019. Inspectors spoke with seven people, two relatives, seven staff members and two health professionals. They observed care and checked care plans, medicines records, staff files and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People told inspectors they felt safe, staff were kind and caring, and their needs and preferences were understood.
Inspectors found improvements since the previous inspection in June 2019. Risk records and medicines records were more complete, and the systems for checking quality and safety had improved.
There were minor points to watch. Two people said the food was occasionally not so good, and one person said they sometimes waited a while for the call bell to be answered. Inspectors checked the electronic system and found call bells were answered in a timely way.
Kind and caring staff
People and relatives described staff as kind, patient and welcoming. Inspectors observed relaxed, affectionate interactions and staff who knew people well.
“People told us staff were kind and caring.” from the report
Personalised care
Care plans contained current information about people's needs and preferences. Staff used people's histories and preferences to tailor their support.
“People received personalised care from staff who knew them well.” from the report
Activities and relationships
People could take part in activities, outings and daily tasks. Staff also supported people to keep in touch with family and friends.
“People enjoyed taking part in social activities, going out in the local community, and spending time with family and friends.” from the report
Improvements in management
The home improved its monitoring systems after problems were found at the previous inspection. Inspectors found actions were recorded and improvements were being made.
“At this inspection we found the service had taken steps to improve the monitoring systems.” from the report
Food was not always consistent
minorMost feedback about food was positive, but two people said it was occasionally not so good. The manager said a new chef had been recruited and would discuss menus with people.
“Two people told us, occasionally the food was not so good.” from the report
Occasional call-bell waits
minorOne person said they sometimes had to wait a while for the call bell. Inspectors checked the electronic monitoring system and found bells were answered in a timely way.
“One person told us they sometimes had to wait a while.” from the report
- 01How are you checking that food remains consistently good, and how are residents involved in menu choices?
- 02What do your call-bell records show about response times now?
- 03How are you keeping risk assessments, especially for diabetes and skin care, up to date?
- 04How do you check that medicines records remain complete?
- 05What changes were made to quality monitoring after the Requires Improvement finding in June 2019?
This was an unannounced planned inspection covering all five CQC questions; the report also notes focused inspections in July 2017 and June 2019. This explanation was written from the published report of 22 November 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Coppelia House
5 rated inspections over 4 years: the service has improved, from Requires improvement to Good.
- March 2021Inspected but not ratedcurrent ratingSafe: Inspected but not ratedEffective: Inspected but not ratedResponsive: Inspected but not rated
- November 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2019Goodstayed GoodSafe: GoodWell-led: Requires improvement
- August 2017Goodstayed GoodSafe: Good
- May 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2016Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- September 2014
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- April 2012
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 17 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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