Copthorne Complete Home Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We have made a recommendation that the provider ensures staff are provided with information about people’s wishes for emergency and lifesaving treatment so that they know the action to take when a person’s relative is not there to advise them. People knew how to raise concerns and felt confident in doing so. People’s care and support was delivered in accordance with their needs and preferences. Staff liaised with health and social care professionals to achieve good outcomes for people. Staff had received training about equality and diversity and human rights. Information could be provided in accessible formats for people where 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 received care and support which was personal to them and was tailored to meet their needs and preferences. A relative said, “They are all about [name of person] which is not what we got from other care companies, and they have exceeded my expectations. [Name of person] is also relaxed with them [staff] and I can tell by the way they are with them that they have almost a friendship.”

Staff knew people well and what was important to them. Staff understood the importance of providing support which was personal to people. A member of staff said, “The care plans tell us what we need to know about people. We provide clients with information about their conditions, treatment plans and their right to be involved and make choices about their care.”

People’s relatives told us that where required, staff supported people to attend healthcare appointments.

Staff told us they liaised with health professionals and supported people to attend appointments when requested.

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

Staff recorded the outcome of any appointments in people’s care plans. Care plans were reviewed and updated where required.

Staff understood how people communicated. A relative told us, “Staff communicate with myself, but they speak to [name of person] and try to get information across and its usually successful.”

Staff were aware of the Accessible Information Standards (AIS) and were mindful of people’s communication needs. The registered manager told us information could be produced in a range of formats where required.

Improvements had been made to ensure people’s individual care plans detailed their communication needs. People’s records and information about them were stored and handled in accordance with General Data Protection Regulations (GDPR).

People were provided with a copy of the complaints procedure which was kept in their care file at their home. The relatives we spoke to felt confident in raising concerns if they had any. A relative told us, “I’ve never had cause to complain but we are in constant communication and if I had any concerns, I know I could contact [name of registered manager] and they would respond.” Another relative told us, “If I had any concerns I know I could just ring and talk to them. I have never needed to complain and [relative] has never complained about them to me which they would do if they weren’t happy.”

Staff told us they were confident the registered manager would respond and investigate any concerns which were brought to their attention. A member of staff told us, “I remind clients of the organisations complaints procedure which is kept in their care file.” Another member of staff told us, “Complaints help us to improve. I reported a complaint to the manager who arranged a meeting with the client which I also attended. All parties attended and were happy with the outcome.”

Improvements had been made to ensure staff understood how to respond to complaints. Although there had been no recent complaints, records showed that the registered manager had investigated and responded in accordance with their procedures.

Staff ensured any equipment used by people, such as hoists and wheelchairs remained safe to use. Staff supported people in accordance with their plan of care.

Staff understood when to seek medical attention, including emergency support for people.

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

Staff had received training about equality and diversity and human rights. People’s care plans detailed people’s needs and contacts for other professionals involved in their care.

People were treated as individuals, and all had access to the health care they needed.

Staff knew the importance of treating people as individuals and of ensuring they received the care and support they required whatever their needs or disabilities were.

Staff had received training about equality and diversity and human rights. The service had policies and processes in place to ensure people were treated equally and took action to ensure all people were provided with opportunities to give feedback about their care.

There was nobody using the service who was receiving end of life care.

The registered manager told us they were not providing a service to people who required palliative care. They told us people’s relatives would arrange for a person’s wishes to be respected following death.

We have recommended that the provider ensures that staff are aware of people’s wishes for emergency or lifesaving treatment in the event that people’s relatives may not be at home in the event of an emergency.