Coppelia House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Each person had an individualised care plan, which contained personalised information about their preferences, interests and social history. When we met people, their conversations reflected the information in their care plans, which showed the accuracy and person-centred nature of the records.

However, care plans did not show who had been involved in contributing to them, which the provider said they would address.

The registered manager said one of their key achievements had been to make the culture more person centred for people living at the home. People’s well-being was supported by staff who knew them well and by the ethos of the service to provide person centred care. People shared with us events they liked to take part in which enhanced their mood. Music was particularly popular which was supported by external musicians and singers regularly visiting the service. A visitor told us staff knew their relative loved music and they put music on for him in his room. Staff had also asked for people’s favourite songs/music so they could make a playlist for them.

Care staff with a particular aptitude for engaging with people in a group provided activities to stimulate people’s minds, such as word search games or individually, such as gardening. A relative said, “My observations were that there was a lovely balance of residents being able to take part in small and larger activities keeping them stimulated and engaged.”

Care staff recognised the importance of mental stimulation for people, and although they were busy, we saw they took time to engage with people and listen to them. Some staff were particularly skilled in this area of care.

The chef chose to plate all the food in the dining room, so they had oversight about what was being served and to whom. A care staff member also double checked each meal against the individual’s allergies, preferences and presentation style. For example, a smaller plate.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Visitors told us staff kept them up to date about their relative’s health and referrals to external health professionals. They told us staff were knowledgeable and reassuring. They were confident staff monitored their relative’s health and took appropriate actions.

People’s health needs were met, and appropriate advice and support was sought where this was needed. Staff sought support and advice from external professionals.

The provider’s internal quality assurance systems, including in June 2025 identified areas for improvement, which had also been flagged for action in previous monthly quality assurance audits. There was an action plan to address this issue with consequences if standards were not met.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs.

Relatives said they had either met the registered manager in the home or spoken with them on the phone. They did not remember being contacted by the provider directly about the new appointment. Most said they would go to care staff for information.

Staff spoke to people with kindness and patience. They waited for people to respond and listened to their requests. Information about meals was clearly displayed for people to refer to if they’d forgotten what was on offer. A screen in the hall informed visitors of events taking place in the home and there were annual newsletters. We also heard administration staff updating relatives on the phone; they had a warm rapport with relatives.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us when they raised concerns or complaints about care, it was normally senior care staff who addressed their concerns. They were satisfied with the outcome.

We discussed how concerns had been managed in the last year. The provider was open about the lessons that had been learnt and what changes they would make based on the experience.

The provider made sure people could access the care, support and treatment they needed when they needed it.

People were enabled to watch the local carnival and visit local attractions. This included individuals who needed a higher degree of support and monitoring of their whereabouts, which showed staff ensured equal access to people with higher care needs. People’s different communication needs were recognised, for example one person who had additional care needs as well as living with dementia. Their care plan reminded staff ‘I need to be actively listened to, staff need to reiterate what I have said so I know they are listening and respond empathetically.’

Staff recognised the importance in maintaining people’s well-being, and where possible carried out social activities as part of their care role. One staff member was awarded in June 2025 the ‘Above and Beyond’ award due to ‘her kindness, good organisation and communication skills.’ Some staff said people’s well-being could be enhanced further by the appointment of someone specifically to oversee and arrange activities, trips and 1-1 sessions with people.

The provider had recruited a new person to oversee social activities at the home, and they recognised this was a much needed role. Unfortunately, they had chosen to leave shortly after their appointment after issues with their induction. The provider said lessons had been learnt, and an induction with an experienced person to act as a mentor had been set up to welcome the next successful applicant.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.