Royal Freemasons Coppin Centre

Best choice I made. Everyone concerned most delighted even those overseas. Cannot fault this place at all. All staff most attentive and helpful even have accepted me as part of the family.

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Hardworking caring under-paid staff

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This place was found after several, mainly shocking experiences. So compared with these this place was a vast improvement. It was physically excellent with some nice outlooks. My mother was always dressed no matter what time of day I visited and they certainly appeared to provide a choice of activities but, the care factor on the part of all but one staff member appeared to be nil. Food, well....... I understand it needs to be easy to eat, but it doesn't need to look and taste inedible. Communication between staff also appeared not to exist and requests by family for special occasions rarely followed through.

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My mother is a permanent resident on the TCP 2nd Floor at Freemasons Coppin and is very happy with staff, service, facilities, food and activities.

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Expectations not met towards to services offered to residents and accessibility to lifestyle programs. Staffing inconsistent with regards to care programs.

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My mother has been in care for over 3 years. Prior to settling at Coppin Lodge we moved 5 times and it was very traumatic and we got to experience severe cruelty and lack of respect from some organisations. When we moved mum into Freemasons, all the problems fell away and everyone is extremely satisfied. Staff are amazing mum is always clean and well presented, facilities are clean and cared for, not sure how it could be better. My deep gratitude is to staff and management to the Royal Freemasons.

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The regular nursing staff are excellent. They are very helpful and understanding in what is a difficult environment looking after elderly people. Sometimes the weekend staff are not as diligent. Food seems to be a bone of contention but I have had meals there and they were quite tasty. The original building is quite old but does have a homely feel. There are many activities for the residents and there is also a doctors surgery on the premises.

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My mother has been a resident of Coppin House, Royal Freemasons for over 5 years and is now in her 90's. I cannot speak highly enough of the quality of life she has gained in this residential facility. The quality of environment, staff care and commitment, follow up to the family when my mother is ill and high level of intellectual stimulation from outings and internal functions and games such as Bocci have given my mother a higher quality of life. The personal care and nutrition/hydration of my mother has been excellent and keep her in good health. Her only complain is the monitoring of the good as an institution however I see the food quality as high with the constraints of mass feeding to a budget.

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The only criticism I have their is a serious lack of communication when ever I ask for information or to have something done.

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Overall a great facility. My mother has been very well cared for, respected and had her requests 'demands'fulfilled with tolerance and harmony. We have a few issues to resolve now as mum's needs are changing. We plan to have a family meeting.

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Dad loves the staff and the facility. The communication is fantastic.

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The best place to have my mother look after. Kind and caring staff.

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Most staff are very caring and helpful. Grounds and facilities are fabulous. Food is terrible and talking to dietitian, nursing staff, kitchen staff, chef does not seem to improve the problem. Particularly bad if you have special dietary requirements. As residents become difficult for staff to manage and aggressive towards other residents they must be moved to suitable areas within the facility.

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There is no official procedure to lodge official complaints.

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My relative(uncle) very satisfied with the service. The carers very caring and understanding the need for the residence. The food is good and can ask for change if necessary!

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Overall my experience of this facility was excellent. My relatives had been residents for 5 years (one briefly and the other passing away Oct 15) Reception staff very welcoming but not available on weekends when many visitors come. The manager was terrific. Any issue was resolved in a very timely manner. Being able to contact staff via email ensured that i felt heard and valued. Food was always an issue by others at meetings but I always felt staff tried hard to accommodate requests. I feel staff could be given more advice on how to deal with relatives following their passing. I felt many did not know what to say etc or give advice as to expectations/ timeline of clearing room.

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Food - Constant complaints over 3 years. Particularly poor at weekends. Nutritionally inadequate not hot enough, not appropriate for dietary needs. Care. Inadequate supervision of poorly trained, poorly paid, carers. House Keeping. No adequate inspection of rooms daily - my husband often comes home from 10am to 4:30pm to find bed unmade, towels on floor, no fresh water when he returns. Hygiene - As above, one wonders about hygiene.

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My mother and farther lived in this facility for about 12 years before my mother passed away 3 years ago. My mother was transferred to a high care sector about 12 months before she died. My father was able to visit her daily and this helped his well being as well during this ti,e. My father now has early stages of dementia. During this long period the homes here taken great care of both parents. Nothing has been too much trouble for the staff. We as a family, here always received full cooperation from the staff and have the greatest confidence that my father will continue to receive the best of care.

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The residents complain about the food. Its not the menu, but the presentation. Many have resorted to self-catering. The environment is nice, but the management is not good. Residents are very much left to their own devices. I have had 3 bad experiences of my mother returning from hospital and not receiving the care required on her return. The staff are generally honest and polite but need stronger direction from above.

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Coppin Centre staff are of very high quality. We especially value staff drawn from a variety of backgrounds because they bring a refreshing cultural diversity. They have a very different response to the aged that one so often finds in the anglo services. They are kind, respectful and embracing of old people. We encourage Coppin Centre to continue this recruitment approach. While the food is nutritious it sometimes seems a bit uninteresting. But then our mother doesn't seem to appreciate flavor as she used to, so may be you know best. Overall you all run a fantastic operation and we are so grateful our mother is with you at the Coppin Centre.

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Over the years that my mother has been at Coppin House. We have experienced a deterioration in staff numbers and associated care. The quality of food has been an ongoing issue.

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The staff are caring and diligent. They look after my mother who is now 98 and has become high care with love and dignity. We could not ask for better care and attention.

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There is a lack of sufficient full-time trained and dedicated staff. Too many agency staff used.

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Throughout the length of a recent respite stay of more than a week, Coppin Centre was unable to provide a working telephone in my parent's room. I cannot comment on the quality of other aspects of the facility.

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On the whole, all OK. Thinks such as nail care, sometimes need to be reminded. Food is very basic, not particularly inviting.

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My mother is very happy in this facility and the majority of her time is excellent. However some of the "weekend" staff who are probably "agency" are not as well trained and don't appear to be a contributor to the joy.

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Great care. Only complaint: communication with family members sometimes lacking. Otherwise, fantastic.

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My father has been a resident at Royal Freemasons for 14 years. He has been happy there for all of this period. The staff are very dedicated and provide a high level of support to him when it is required. Communication to me is also good and I am immediately advised when there is a health issue.

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Overall happy with the facility. Communication has been poor but is better now. Food is an ongoing concern - standard varies a lot.

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Well located and well maintained attractive facility. Staff are generally very good and caring. Food is an ongoing problem. It is very "hit and miss" sometimes really good, but more times inedible, flavourless, tough meat, etc.

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The only negative is that they are quite often understaffed. There are a lot of activities the residents can get involved in. Overall I think it is well run and staff are most helpful.

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