Archived: Cooper House

Is the service safe?

People spoke about their individual needs and how staff supported them to keep them safe and well. This included support with their personal care needs, daily lifestyle and social activities that promoted their wellbeing. Throughout our visit we saw staff treated people with respect.

Staff we spoke with showed a good understanding of each person's needs and how they wished to be supported. We saw people had care plans and risk assessments that provided staff with the guidance to help keep people safe.

People could be assured that they received their medicines appropriately and as prescribed. The provider had safe systems and procedures in place for the administration, ordering and storage of medicines.

People told us they felt safe and secure because they were cared for in an environment that had been maintained. All areas of the home were accessible. The provider had taken steps to improve the lighting and re-decoration throughout the home. The communal lounges, dining room and a conservatory were furnished to a good standard that created a homely and comfortable place to live. All the bedrooms had a wash basin and were close to bathrooms and toilets. Bedrooms were decorated to a good standard and people had personalised their room to reflect their interests.

We, the Care Quality Commission, monitor the operation of the Deprivation of Liberty Safeguards (DoLS), which applies to care homes. The provider had proper policies and procedures in place and staff understood their responsibilities under the Mental Capacity Act 2005 and DoLS. Records showed that DoLS applications had been made, which showed the manager had adhered to the legislation that protected people's human rights.

Is the service effective?

People told us they were satisfied with the care that had been delivered and said their needs were met. One person said, 'They [staff] are very good to us. They know what help we need and you only need to ask if you need anything else.' Care records and staff training records we looked at showed that people's care needs were met by reliably by trained staff.

People had access to a range of health care professionals to ensure their health needs were met. The visiting health care professional told us that people received the care they needed because staff understood how to look after people.

People's care needs and measures put in place to minimise risks were regularly reviewed to help ensure any new needs could be met and risks managed. Records showed staff monitored people's wellbeing and the actions to take if a person become unwell.

Is the service caring?

People told us that staff were kind and caring. During our inspection visit we observed staff were attentive, understood people's needs and helped them to do things at their own pace. People were confident to ask for help and the staff listened and acted on requests promptly. Records we looked at showed us that people's wishes for their care and support were taken into account and respected. One person said 'The staff are like family -'always here to help.'

The health care professional told us that people were cared for properly. They found the home's staff knew the people they looked after and understood their needs and how to help them safely.

Is this service responsive?

People's needs had been assessed before they moved into the home and checked regularly to make sure any new needs would be met. Records we looked showed that people were involved in reviewing their care needs to help ensure their preferences, decisions made and expectations were known to the home's staff.

Staff had been trained in their job role that helped to ensure people's care needs were met safely. Training was planned and monitored to ensure staff had the right knowledge and skills to support people. Staff we spoke with were also confident to seek medical advice from the doctor or specialist nurse if a person became unwell.

Is this service well led?

People who used the service and their relatives were supported to make comments and share their views about the service. The complaints policy and procedure was used effectively for the benefit of people living at the home. One person said, 'I never thought I would end up in care home but I have to say it's a nice place and you see that staff all care about everyone here.' Another person was confident to make a complaint and said, 'I know if anyone complained ' [manager] would put it right.'

People's personal care records and other records kept in the home were accurate and up to date. People knew what information was kept in their care records because the content was discussed with them. People's care needs were reviewed regularly to make sure any new needs could be met reliably. Records showed the home's staff worked with other agencies and services to help ensure people received their care and support that was co-ordinated and managed.

Systems were in place for regular checks to be carried out that ensured the health and safety of everyone was protected. Information from incidents and accidents had been analysed and used to identify changes and improvements, and minimise the risk of them happening again. The manager took prompt action to improve the quality of service provided, put right any shortfalls that were found and act on concerns raised.

Staff were familiar with peoples' individual needs and knew them well. They took the time to explain things carefully and gave people the opportunity to make choices and confirm consent.

People we spoke with were satisfied with the arrangements for meals. One person told us, 'The food is very good, If you want something different to what is on the menu they just do it for you.' Another person explained that there were choices available, They said, 'They ask in the morning what you would like. There is always a choice. If you really don't want something on the menu they make something else, no trouble.'

The building was clean and tidy throughout but some areas were in need of improvement, including carpets, decoration and lighting. The building grounds were not secure because the wooden perimeter fence was damaged.

People told us that if they needed assistance staff responded promptly. One told us, 'If I press my bell they come pretty much straight away. They are very good.' Another person said, 'The staff come quickly, they are very good about that.'

People told us that if they had any concerns or complaints they would be able to raise these with staff and felt confident these would be acted on. One person said, 'I would tell them if anything was not right and they would sort it out for me.'

Each person had a care and support plan in place. The plans were person centred and contained a life plan. One member of staff told us:' We sit with the people who use the service and go through their life plan with them. The care is totally based around the person'.

We saw evidence that the risk assessments relating to key elements of delivering safe care were reviewed on a monthly basis. One member of staff told us:' We monitor people's needs daily and if their needs change we talk to the senior care worker who will then go through the risk assessment with the person'.

There was enough equipment to promote the independence and comfort of people who use the service. All the equipment we saw was clean and in good condition. One person who used the service told us:' I brought my mobility scooter in with me. It was serviced two months ago'.

We spoke to five members of staff and all told us they felt supported and the manager was approachable. One member of staff told us:' The manager is very good. I feel comfortable and able to approach the manager at any time'.

One member of staff told us:' The care plans are always being checked and discussed at supervisions'. Another member of staff also told us that poor behaviour or care was always challenged.