Coopers Croft

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 and staff team always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us they felt well cared for and we observed staff treated people with kindness, compassion, and respect. One person told us, “The staff are all very good and kind. There isn’t one I would complain about. They all know me really well.” Interactions were warm and considerate, with staff taking time to listen and respond to individuals in a way that made them feel valued. People told us they felt comfortable and well cared for, and we observed staff offering reassurance and support in a calm and patient manner. Staff demonstrated a clear understanding of each person’s preferences and needs, promoting dignity and emotional wellbeing throughout their care.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, 1 person was supported to attend a service at their local place of worship. Religious services were also held within the home. Staff actively promoted independence by encouraging choice and autonomy in daily routines and decision-making. People told us they could get up when they wanted and go to bed when they wished to. They were offered opportunities to be involved in activities of their liking but people’s choice to refuse was respected.

The provider promoted people’s independence, so individuals understood their rights and had choice and control over their own care, treatment, and wellbeing. People were actively involved in planning and reviewing their support, with staff encouraging them to express their preferences and make informed decisions. Where appropriate, individuals were supported to carry out tasks for themselves such as making a drink in the kitchen, helping to maintain their skills and confidence. There were a range of activities available to people based on their individual preferences. One person told us, “Today we are doing crafts. We play bingo, have singers in on a Wednesday and Saturday. I like to do the quizzes. I can go out whenever I want. I don’t though. They take me to get my nails done. I like that.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. They were generally attentive and responsive, taking timely action to alleviate discomfort, concern, or distress. However, we were informed of an incident in which a person became distressed after alleging abuse, and appropriate steps were not taken at the time by the registered manager to provide comfort or ensure their safety. The registered manager acknowledged that the situation should have been handled with greater sensitivity and confirmed that lessons had been learned from the incident.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff were supported through access to relevant training and a positive working environment. Recognition events, such as staff awards and appreciation ceremonies, were held to celebrate good practice and acknowledge individual contributions to the running of the home. Staff spoke highly of the registered manager saying they were approachable and always took time to speak to people and the staff.