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Cooper House Care Home Inadequate

Inspection Summary

Overall summary & rating


Updated 30 July 2021

About the service

Cooper House is a residential care home providing personal and nursing care for up to 80 people aged 65 and over, some of whom are living with dementia. The home is purpose built with accommodation provided in separate units over three floors, each with their own facilities. At the time of our inspection there were 67 people using the service.

People’s experience of using this service and what we found

People were not always safe. People were at risk of harm as the provider had not identified, assessed or mitigated risks. This included risks related to people’s health and care needs as well as environmental risks. Safeguarding procedures were not followed consistently.

Parts of the premises were not clean or well maintained. Some people’s rooms were personalised and comfortably furnished; others were stark and bare with damaged furniture and no personal effects. Infection control procedures were not always followed by staff as personal protective equipment (PPE) was not worn correctly and social distancing was not maintained.

There were not always enough suitably qualified, competent, skilled and experienced staff deployed to meet people's needs and keep them safe. Staff were rushed and people were not provided with the care, support and comfort they needed. Staff received training and support to carry out their roles, however we found some staff did not have the skills or competencies to meet the needs of people living with dementia.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

People were not always treated with respect by staff or had their privacy and dignity maintained. Although some staff were kind, caring and compassionate and treated people well, other staff were task focussed and did not respond appropriately to people’s needs.

There was a lack of consistent and effective leadership and an ineffective governance structure which meant the service was not appropriately monitored at manager or provider level. Effective systems were not in place to address shortfalls identified at the inspection and drive improvement.

People were supported to keep in touch with family and friends through video, phone calls and indoor visits. Activities were taking place. People had access to healthcare services and received their medicines when they needed them. People were provided with plentiful supplies, and a choice of, food and drinks.

The provider was responsive to the inspection findings, took action during and after the inspection and shared plans to improve their systems and processes.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 20 October 2018).

Why we inspected

We undertook this focused inspection to follow up on specific concerns which we had received about the service. The inspection was prompted in part due to concerns received about falls and risk management. A decision was made for us to inspect and examine those risks. We undertook a focused inspection to review the key questions of safe and well-led only.

We inspected and found there were concerns with risk management, so we widened the scope of the inspection to become a comprehensive inspection which included all the key questions.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

We have found evidence that the provider needs to make improvements. The overall rating for the service has changed from good to inadequate This is based on the findings at this inspection.


Inspection areas



Updated 30 July 2021

The service was not safe.

Details are in our safe findings below.


Requires improvement

Updated 30 July 2021

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 30 July 2021

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 30 July 2021

The service was not always responsive.

Details are in our responsive findings below.



Updated 30 July 2021

The service was not well-led.

Details are in our well-Led findings below.