Coopers Hill

Updated 17 August 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own apartments. At the time of our inspection all those receiving a service were living at the Audley Coopers Hill retirement village.

The service did not have a manager registered with the Care Quality Commission (CQC). A registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. A manager was in post and had begun the process of registering with CQC.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or manager would be in the office to support the inspection.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We reviewed all the information we had about the service. This included any notifications of significant events. Notifications are information about important events which the provider is required to send us by law.

During the inspection-

We visited the service to see the manager and to review documentation and policies and procedures. We also met with the regional manager and three staff members. We spoke with one person receiving support and two relatives. We looked at care plans and documentation for three people.

After the inspection

We continued to review information provided by the manager to validate evidence found. We looked at training data and quality assurance records.

Updated 17 August 2021

About the service

Coopers Hill is a domiciliary care service which provides care to people living in their own houses and apartments, some of whom were living with dementia. At the time of our inspection all those receiving a service lived in the Audley Coopers Hill retirement village. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection three people were receiving the regulated activity personal care.

People’s experience of using this service and what we found

People and their relatives told us they felt safe in the company of staff. Staff had completed safeguarding training and were aware of their responsibilities to report any concerns or potential abuse. Risk management plans were in place and guidance provided on how to keep people safe. Action was taken following accidents and incidents to minimise the risk of them happening again. Enough staff were available to meet all care calls and on-call staff were based at the retirement village 24 hours a day.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People confirmed they were asked for consent prior to receiving care and staff used their knowledge of people’s interests to support them in planning their care.

People told us staff were kind and treated them with respect. Staff knew people well and were motivated to provide personalised care. Where required, people were supported to access support from health and social care professionals.

Staff received training in their roles and their competency was assessed through regular supervision and spot checks. There was a positive culture and clear values running through the service. The manager had implemented communication systems and people and staff told us they were approachable and responsive. Quality assurance systems were in place to monitor the quality of the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last

This service was registered with us on 8 April 2020 and this is the first inspection.

Why we inspected

This was a planned comprehensive inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.