The Care Quality Commission

Archived: Coppice Lea

151 Bletchingley Road, Merstham, Surrey, RH1 3QN (01737) 645117

Provided and run by:
Caring Homes Healthcare Group Limited

Important: The provider of this service changed. See old profile
Important: The provider of this service changed. See new profile

All Inspections

26 June 2013

During a routine inspection

People told us that they were given enough information about the care and treatment available to them or their relatives to make informed decisions about the care they would receive. Comments included 'I have what I need and am treated with respect and dignity', 'The staff are wonderful they can't do enough for you' and 'Part of my relative's care plan is that they will get a shower or bath once a week but this wasn't happening because staff said they were too busy. Once I had spoken to the nurses about this, they ensured that my relative received what their care plan stated they would receive. They are now offered a shower everyday'. People told us that their or their relatives care plans were reviewed and that they had been involved in these. We spoke with other healthcare professionals who told us they were satisfied peoples changing needs were being monitored and that appropriate interventions by the nursing staff were being made.

People told us they felt safe and secure in the home and if they had any concerns they had no hesitation to report them to the registered manager. People told us there were enough staff available to meet people's needs although sometimes, they had to wait awhile for staff to respond to their calls. Staff told us they felt supported to provide the care and treatment people needed and could ask for additional training to help them to carry out their role more effectively.

People told us that they or their relatives were asked for their comments on the quality of the service provided. Some representatives of people who used the service told us they were actively involved in the Residents and Relatives meetings.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us. We found that generally people interacted positively with each other and with staff.

30 April 2012

During a routine inspection

People told us that their needs were assessed with relatives who provided advocacy on their behalf and care and treatment was planned and delivered in line with their individual plan of care.

People told us that their needs were assessed before they moved into the home. They felt their wishes and expectations were taken into account when they had made a choice to move into the home.

People who use the service understood the care and treatment choices available to them.

A relative told us that they were satisfied with the standard of care provided and they were kept informed of any changes. They told us that they were invited to reviews of care and were encouraged to contribute to the care planning process. They told us that they were also encouraged to participate in the home's 'Relatives Committee' to make suggestions for improvement, and to raise any concerns.

A relative told us that there was a 'nice mixture of residents' which makes it a very sociable place.

People told us that they were disappointed that the activities co-ordinator had left and hoped that a replacement would be recruited quickly. People told us that their relatives are currently volunteering to arrange activities in the home.

People told us that some staff are very new and that their skills and experience remain untested at this time. However, people told us that staff demonstrated respect and treated people who use the service with dignity.

People told us that they felt safe and had no qualms about raising concerns. They said that were happy living at Coppice Lea.