Coppelia House

Updated 5 June 2025

Date of Assessment: 14 May – 15 July 2025. The service is a residential home providing support to 30 older people, some of whom were living with dementia. We carried out a comprehensive inspection covering areas within the key questions for Safe, Effective, Caring, Responsive and Well-Led.

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.

Updated 5 June 2025

We spoke with 8 people living at the service and 6 relatives. We also completed SOFI (Short Observational Framework for Inspection) to help us make a judgement on the experience of people living with a dementia who might not be able to comment directly on their care.

People were positive about the quality of their care at Coppelia House. They told us they felt safe. One person said, “I love every inch of it” when referring to the home. People confirmed their needs were met by staff, they enjoyed the food and the activities to support their well-being.

We spent time in the communal lounge and the dining room, as well as visiting people in their rooms. Staff were attentive to people’s needs including changes in mood or body language. Staff recognised what made some people anxious. They responded appropriately by assisting people to areas which were quieter, if they became overwhelmed by too many people. Our observations confirmed people were included, listened to and staff interacted positively with them.

Relatives were happy with the quality of care and support provided by staff. One wrote in a recent review ‘My experience has been that the staff at Coppelia House are warm, friendly and place the wellbeing of the residents at the heart of all they do.’ Visitors were positive about the atmosphere of the home, although they wished there were less changes within the care staff team. They also recognised despite staff turnover people received good care. For example, one visitor said their relative ‘was happy, extremely well cared for, and felt loved there. The staff are amazing, so committed to their residents, and really become a part of their family.’

A relative said in their website review, ‘My experience has been that the staff at Coppelia House are warm, friendly and place the wellbeing of the residents at the heart of all they do. Every member of the team is approachable, kind and supportive even when at their most busy.’