Copthorne Complete Home Care Limited

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

People felt listened to and were involved in planning and reviewing the support they received. People’s communication needs were assessed, and care plans were in place to guide staff. Staff worked in accordance with the Mental Capacity Act (MCA) 2005 to ensure people’s rights were respected. People were supported to access healthcare services in accordance with their needs when required.

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.

People’s relatives told us they and their loved one were consulted and involved in planning and reviewing the care provided. Improvements had been made to ensure people’s communication needs were fully considered. A relative said, “Staff understand [name of person’s] communication needs. Staff understand them better than a lot of the professionals that either take what they say at face value or don’t talk to them at all.”

Improvements had been made since our last assessment. Staff told us they had access to people’s care plans and risks assessments and that these provided them with the information they needed to support people in accordance with their needs and preferences.

Improvements had been made since our last assessment. A computerised care planning programme had been introduced and each person had a plan of care which was personal to them and reflected their needs and preferences. People’s communication needs were assessed, and care plans were in place to inform staff about people’s needs and preferred forms of communication.

People’s care and treatment was planned and delivered with them, including what was important and mattered to them. This was carried out in line with legislation and current evidence-based good practice and standards.

Staff understood how to assess potential risks to people and of the importance of having a plan in place to manage any identified risks. Staff confirmed that risk assessments and care plans provided them with the information needed to support people safely.

Improvements had been made since the last assessment. Recognised tools were now used to assess risks such as skin integrity, falls, eating and drinking and health conditions. Where risks were identified, a plan of care was in place to manage and mitigate risks to people.

People could request staff support to attend medical appointments where required. A relative told us, “[Name of staff] is regular carer, I can and do arrange for them to attend medical appointments with [relative]. [Relative] is still at the point where they are able to tell me about the appointment but [name of staff] will let me know if there is anything essential or relevant.”

Staff supported people to attend medical appointments where requested.

We did not receive any feedback from partners. However, we have not received any concerns from partners. This reflects our scoring.

Where appropriate, staff recorded the outcome of medical appointments in people’s care records and care plans were updated where required to reflect any changes.

As far as possible people were supported to manage their health and wellbeing so they can maximise their independence, choice and control. A relative told us, “I feel staff support [name of person] to be as independent as possible. For example they recently had major back surgery and the staff have been brilliant at supporting them to recover their mobility. It would have been easier for them to have let them stay in the chair but they worked hard at trying to motivate them.

Staff knew people well and they supported people to be as independent as possible. Staff supported people to attend medical appointments and communicated with healthcare professionals where required.

People’s care plans provided information for staff about how to support people to be as independent as possible. Care plans also detailed the healthcare professionals involved in people’s care.

People and their relatives were involved in planning and reviewing the care and support they received. People were supported by a small staff team who knew them well.

Staff explained how they involved people in planning and reviewing the care and support they received.

People’s care plans and risk assessments were regularly reviewed to ensure they reflected people’s needs, abilities and preferences.

Staff respected people’s rights and choices. A relative told us, “Staff are really good at offering [name of person] choices, and they know what they are capable of making a decision about. Where it’s a decision [name of person] has the capacity to make, then staff will respect this. It’s all about [name of person] which is where they have excelled.”

Staff understood the importance of ensuring people’s rights were respected. They understood people’s rights under the Mental Capacity Act (MCA) 2005. A member of staff said, “When supporting someone rule number is to seek their consent before offering any assistance. If they refuse, I will listen to them attentively and let them express their concerns and reasons for refusing. I will never force someone. I will try and address their concerns and document everything.” Another member of staff told us, “I seek people’s consent before assisting them. I will explain to them that it is their best interest to be assisted if they continued to decline l will write a report and tell the manager.”

Improvements had been made since our last assessment. There were systems in place to ensure that those making decisions about the care and support people received had the legal authority to do so. Assessments of people’s capacity to consent to their care and treatment were seen in people’s care plans. Staff had received training about the Mental Capacity Act 2005.