Coppice Lodge

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff demonstrated kindness, empathy and compassion in their interactions with people. They respected people’s privacy and dignity and delivered care in a personalised way, showing a clear understanding of people’s needs. Staff communicated respectfully and attentively. We observed they recognised when people needed reassurance and provided this in a meaningful and supportive manner, helping people feel safe, valued and understood. People were supported by keyworkers who were carefully matched to them, and discussions with 1 keyworker demonstrated their in depth knowledge of the person, including their preferences, needs and the most effective ways to provide support, enabling consistent and personalised care.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care records clearly detailed people’s strengths, abilities, aspirations, culture and protected characteristics, and staff demonstrated a good understanding of this information in practice. The service actively celebrated diversity by recognising important events such as birthdays, Eid and Pride, promoting inclusion and respect for people’s backgrounds and identities. People personalised their rooms to reflect their individuality, which helped create a sense of belonging and comfort within the service. The registered manager told us, “I am a big advocate for everyone having their voice and having their say.”

The provider promoted people’s independence, so they understood their rights and had choice and control over their care, treatment and wellbeing. Staff planned support around what people wanted to do and encouraged them to maintain relationships with family and friends. Activities reflected individual preferences and choices; for example, 1 person chose to visit the shops daily, and staff consistently supported this routine in line with the person’s care records. Daily records demonstrated that staff offered choices throughout the day, enabling people to maintain autonomy and make decisions about their lives.

The provider listened to and understood people’s needs, views and wishes, and staff responded promptly to individuals in the moment to reduce any discomfort, concern or distress. Staff demonstrated a clear understanding of people’s anxieties and triggers and used this knowledge to provide timely, appropriate support when individuals became anxious. They used tools such as Antecedent, Behaviour, Consequence (ABC) charts to monitor behaviours, analyse patterns and identify changes, which enabled staff to adapt support strategies effectively and ensure people received consistent, responsive care.

The provider promoted staff wellbeing and enabled staff to deliver high-quality, person-centred care. They implemented a range of supportive initiatives, including a staff reward scheme, an annual awards ceremony, a wellbeing policy, and a menopause policy to support staff at different stages of their careers. Staff also had access to a confidential employee assistance programme, which provided additional emotional and practical support. Staff spoke positively about their experience of working at the service and felt supported. One staff member said, “It’s a very nice place to work. It is very professional and lots of processes in place. I’m really happy here.”