Coppice Lea

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.

People told us they were treated with kindness, compassion and dignity and we observed this during our visit. Their comments included, “They are mostly lovely people – everything is done with care and they are respectful. There are no problems there” and “Yes, they are respectful. I’m treated well. I would say something if they didn’t treat me kindly.” Relatives agreed and said, “The carers are most pleasant – there are no worries in that area” and “The staff could not be more gentle, calm and caring. I do have peace of mind because of the way they treat my relative.”

The staff spoke kindly about the people they supported. A member of staff told us, “I feel the home has a good team that cares about the residents and tries their best to ensure that they are safe and enjoy the rest of their life here. I have never felt that the staff are putting the residents at risk. All staff are genuinely caring about the people we support.”

The staff supported people in a kind and caring manner and responded to people’s needs promptly and respectfully. During lunch, staff walked around the room to check if people were ok whilst eating. When people were being supported to eat, we noticed they were not rushed and staff made sure their clothes were covered appropriately. Staff spoke with people in a kind manner. We noted the room had a calm and welcoming atmosphere although this was a busy time. We observed the staff to be patient and displaying genuine affection and respect for people. We observed warm interactions between people and staff.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plan contained information about their background, including family life, working life and what was important to them. They also contained information about their social interests and hobbies, skills and strengths. Based on this information, care plans stated how to provide activities that the person could relate to and enjoy.

The registered manager and staff knew people as individuals and were committed to ensuring people were treated as such.This included in relation to their faith and sexuality.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s aspirations, choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were recorded in their care plans and respected. Care plans included their biography, preferred activities and what made them happy and fulfilled. There was a range of activities on offer which were varied and included external entertainers.

Relatives told us there was a culture of community, and a homely atmosphere. They felt involved in the care of their family members and consulted.

The provider listened to and understood people’s needs, views and wishes. Staff mostly responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. However, one person told us, “It feels a little like an institution here, at times. Everything is done in a certain order and they don’t seem to like it if the routine goes out of sync. As an example, I might [personal care need] but they are just about to start the coffee service. You can sense their anxiety about this. It feels like the schedule is more important than the person in front of them. Having said that, they are mostly lovely people.” We reported this to the registered manager who told us, “I am saddened to hear this, and I will share this with the wider team so everyone can reflect on how some people may feel.”

During our visit, we observed staff supporting people in a timely manner. People told us call bells were usually answered promptly, and staff would always take the time to check they were okay and offer assistance.

We witnessed staff attending to people’s personal care needs promptly and efficiently, whilst they remained respectful and discreet. People seemed at ease with the staff who supported them. A healthcare professional told us, “We have observed the nursing staff treat individuals with compassion and respect, kindness, and dignity whenever we have visited.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The management team spoke positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs.

Staff felt supported and spoke of being a good team. They told us the management team cared about them and took any suggestion seriously.

The company organised events for staff to show their appreciation. One staff member had received a voucher to say thank you for going above and beyond.