Copthorne Complete Home Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Systems to monitor and improve the quality and safety of the service people received were now being carried out. However, more time is needed to ensure these are embedded and can be sustained over time. Staff felt supported in their role and were confident in speaking up. People’s views were encouraged and responded to. The registered manager and staff were aware of their roles and responsibilities.

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.

Staff had received training about equality and diversity and used their learning when supporting the people who used the service. Staff told us there were aware of the provider’s vision and values. A member of staff said, “The vision is to grow and provide the best care and meet people's interests.” Another member of staff told us, “I am impressed by the agency’s values. There were regular meetings for staff where updates were shared and staff told us their views were encouraged.

There were regular meetings for staff where their views were encouraged. Relatives told us their views were sought on a daily basis. A relative described communication as ‘very good.’ The provider’s statement of purpose detailed their visions and values, and these were shared with people who used the service and staff.

The registered manager worked alongside the staff team to provide hands-on care to people who used the service. They monitored the competency of staff skills and knowledge during their visits. People’s relatives spoke positively about the registered manager. Staff told us the registered manager was always available and supported them in their role. The registered manager kept themselves up to date through regular training.

Improvements had been made since our last assessment of the service. There was now a culture of reporting and learning from safety events and ensuring all staff had the necessary skills and training to carry out their role. Staff were supported through regular supervisions where they could discuss their role and performance.

Improvements had been made since our last assessment of the service. Staff knew how to raise concerns and were confident action would be taken. Staff told us they had read the whistleblowing policy and knew how to speak up to external organisations.

There was a whistleblowing policy in place which was understood by staff. Staff views were encouraged through regular meetings and supervisions. People’s relatives felt confident in raising concerns.

Staff told us they were treated fairly in their workplace and were well supported in their role. Staff told us the registered manager made reasonable adjustments to their working pattern when required.

The culture of the service was continuously reviewed through regular meetings and supervisions. Staff received training about equality and diversity and the provider had policies in place.

Improvements had been made since the last assessment of the service. The registered manager and staff team were aware of their roles and responsibilities and now put these into practice. A member of staff said, “l have been provided with a job description and l know my roles and responsibilities. l am very much clearer about confidentiality and storage of people's information.” The registered manager confirmed they understood their responsibilities in relation to their registration with us.

Formal systems to monitor and improve the quality and safety of the service had been introduced since our last assessment of the service. Audits and checks were now being carried out and reports were now being sent to us as part of the provider’s additional conditions of registration. There were now systems in place to ensure all staff received the training needed to carry out their role effectively. The provider understood the requirement to display the ratings from their most recent assessment in the agency’s office. Our scoring reflects the fact that more time is needed to ensure improvements can be embedded and sustained over time.

People could be confident they would be supported to access the healthcare services they needed.

Staff liaised with other professionals involved in people’s care to ensure good outcomes for people.

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

Practices were in place to ensure people were supported to access external professional services as needed.

Staff received the training needed to carry out their role effectively.

There were systems in place to learn from accidents and incidents. The registered manager ensured staff remained skilled and competent to carry out their role. There were meetings for staff and people using the service where information was shared and views were encouraged, listened and responded to.