# Copthorne Complete Home Care Limited

Copthorne Complete Home Care Limited is a CQC-regulated home-care agency in Shrewsbury.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Not Rated |
| Safe | Not Rated |
| Effective | Not Rated |
| Caring | Not Rated |
| Responsive | Not Rated |
| Well-led | Not Rated |

## Practical info

- Postcode: SY1 3FE
- Registered manager: Masango, Thamary
- Local authority: Shropshire
- Region: West Midlands
- City: Shrewsbury
- Last CQC check: 04/Feb/2025 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-09-27
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2022-09-27
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-09-27

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-09-27
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-09-27
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-09-27

### Other

- Finding
  - Evidence: Care records were paper-based, held within a locked cabinet or people's own homes and only accessible to those that required access
  - Published: 2022-09-27
- Finding
  - Evidence: Staff member reported feeling supported by and able to approach the provider ('[Provider] is very approachable and listens.')
  - Published: 2022-09-27
- Finding
  - Evidence: One relative stated 'Of all the carers we've had for [person's name], they are the best'
  - Published: 2022-09-27
- Finding
  - Evidence: Relatives reported staff treated their family members with kindness and compassion ('[Staff member] is very warm and friendly.')
  - Published: 2022-09-27
- **other** _(critical)_
  - Evidence: The provider had not adhered to safe recruitment practices. This placed people at risk of being supported by unsuitable staff.
  - Published: 2022-09-27
- **end_of_life_care** _(minor)_
  - Evidence: We saw no evidence in people's care plans that their wishes and preferences regarding their end-of-life care had been discussed with them
  - Published: 2022-09-27
- **cultural_competency** _(moderate)_
  - Evidence: one person did not speak English. The provider had not given key information or documents, such as care plans, to the person in their own language.
  - Published: 2022-09-27
- **communication_with_families** _(moderate)_
  - Evidence: Their relatives told us the provider had not involved them in care reviews, which meant they did not have appropriate opportunities to contribute towards decisions about their loved one's care.
  - Published: 2022-09-27
- **record_keeping** _(critical)_
  - Evidence: Records were of poor quality and did not include a complete, accurate and contemporaneous record of care provided.
  - Published: 2022-09-27
- **consent_capacity** _(critical)_
  - Evidence: The provider was not working in line with the principles of the MCA. They were unable to evidence that people's rights under the MCA were being protected.
  - Published: 2022-09-27
- **complaints_handling** _(critical)_
  - Evidence: The provider did not have a complaints policy or systems to record or respond to complaints.
  - Published: 2022-09-27
- **infection_control** _(moderate)_
  - Evidence: We were not assured staff were disposing of personal protective equipment (PPE) correctly.
  - Published: 2022-09-27
- **incident_learning** _(critical)_
  - Evidence: We were not assured incidents and accidents involving people were consistently reported, recorded and investigated to promote learning and minimise the risk of reoccurrence.
  - Published: 2022-09-27

### responsive

- Finding
  - End of life care and support
  - Published: 2022-09-27
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-09-27
- Finding
  - Meeting people's communication needs (Accessible Information Standard)
  - Published: 2022-09-27
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2022-09-27

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-09-27
- Finding
  - Using medicines safely
  - Published: 2022-09-27
- Finding
  - Staffing and recruitment
  - Published: 2022-09-27
- Finding
  - Assessing risk, safety monitoring and management; learning lessons; preventing and controlling infection
  - Published: 2022-09-27

### well_led

- Finding
  - Engaging and involving people, public and staff; working in partnership with others
  - Published: 2022-09-27
- Finding
  - Promoting a positive culture; duty of candour
  - Published: 2022-09-27
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements; continuous learning
  - Published: 2022-09-27

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-5954291948

HomeCare Compass is an independent guide and is not affiliated with the CQC.