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Inspection Summary

Overall summary & rating


Updated 20 October 2018

This inspection took place on 29 & 30 August 2018 and was unannounced.

Cooper House is a ‘care home.’ People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The care home can accommodate up to 80 older people and older people living with dementia in one purpose built building. Accommodation is provided over three floors.

The service provides personal care and nursing care to people living with dementia, older people and adults. At the time of our inspection there were 75 people using the service

When we inspected the service in August/September 2016 it was rated as ‘Inadequate.’ When we returned in July 2016 the current registered manager had taken over and improvements had been made. The service was rated as ‘Requires improvement’ because we needed to be assured improvements could be sustained and developed over time. On this inspection we found improvements had been sustained and developed further. in addition, we found the service had improved to outstanding in the caring domain

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was exceptionally caring. Everyone we spoke with was very complimentary about the service and said they would recommend the home. There was a strongly embedded culture within the service of treating people with dignity, respect, compassion and love.

Staff were being recruited safely and there were enough staff to take care of people and to keep the home clean. Staff were receiving appropriate training and they told us the training was good and relevant to their role. Staff were supported by the registered manager and management team. Staff were receiving formal supervision where they could discuss their ongoing development needs.

Care plans were up to date and detailed what care and support people wanted and needed. Risk assessments were in place and showed what action had been taken to mitigate any risks which had been identified. People felt safe at the home and appropriate referrals were being made to the safeguarding team when this had been necessary.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People’s healthcare needs were being met and medicines were being stored and managed safely.

Staff knew about people’s dietary needs and preferences. There was an excellent choice of meals and people said the food was very good. There were plenty of drinks and snacks available for people in between meals.

Excellent activities were on offer to keep people occupied both on a group and individual basis. Trips out were arranged every week and there were good links with the local community. Visitors were made to feel extremely welcome and could have a meal at the home if they wished.

The home was spacious, well decorated, clean and tidy. All the bedrooms were single occupancy with en-suite toilets and showers.

The complaints procedure was displayed. Records showed complaints received had been dealt with appropriately.

Everyone spoke highly of the registered manager who said they were approachable and supportive. The provider had effective systems in place to monitor the quality of care provided and where issues were identified they acted to make improvements.

We found all the fundamental standards were being met. Further information is in the detailed findings below.

Inspection areas



Updated 20 October 2018

The service was safe.

Staff were recruited safely. There were enough staff to provide people with the care and support they needed and to keep the home clean.

Staff understood how to keep people safe and where risks had been identified, action had been taken to mitigate those risks.

Medicines were managed safely and kept under review.



Updated 20 October 2018

The service was effective.

Staff were trained and supported to ensure they had the skills and knowledge to meet people�s needs.

Meals at the home were extremely good, offering choice and variety. The meal time experience was a calm and relaxed experience for people. People were supported to access health care services to meet their individual needs.

The legal requirements relating to Deprivation of Liberty Safeguards (DoLS) were being met.



Updated 20 October 2018

The service has improved to outstanding.

There was a strongly embedded culture of treating people with dignity and respect and going over and above what was expected to improve people�s quality of life.

People spoke extremely highly of the service and said they would have no hesitation in recommending the home.

We saw people were treated with the utmost respect and compassion.



Updated 20 October 2018

The service was responsive.

People�s care records were easy to follow, up to date and being reviewed every month.

There were excellent activities on offer to keep people occupied. There were also trips out arranged every week.

A complaints procedure was in place and people told us they felt able to raise any concerns.



Updated 20 October 2018

The service was well-led.

A registered manager was in place who provided effective leadership and management of the home.

Effective quality assurance systems were in place to assess, monitor and improve the quality of the service.