Windsor Care Home was criticised for 'isolating' residents and not safeguarding people in care from the risk of abuse
Serious failings at a Tyneside care home have been laid bare in a damning report.
Windsor Care Home, in Hebburn, was criticised for not safeguarding residents from the risk of abuse, failing to manage medicines safely and leaving residents “isolated” during the delivery of their care.
After an unannounced inspection over three days in May and June this year, Care Quality Commission (CQC) inspectors found that the Victoria Road East site was failing to provide care which was safe, effective, responsive or well led.
A string of serious concerns revealed the home was failing to provide residents with support enabling them to have enough to eat and drink.
It has now been placed in special measures, while bosses say “prompt action” has been taken.
The report said: “People’s hydration and nutritional needs were not being managed in a way that was safe and promoted their health and wellbeing.”
Staff at the home, which provides care to the elderly and people who may be living with a dementia, were also found to not always understand the care and treatment needs of residents.
“Observations were that staff were very busy and were not afforded the time to engage with people who used the service, to better understand their needs, wishes or preferences,” inspectors said.
“We did see that some positive, caring relationships had developed between some members of staff and people who used the service.
“People’s privacy and dignity was not always respected and promoted. People were found to be isolated during the delivery of their care and treatment needs with very little social interaction.”
Elsewhere, inspectors found that medicines were not always managed safely for people and records had not been completed correctly. People did not receive their medicines at the times they needed them and in a safe way, they said.
They also wrote: “The service did not have robust processes or procedures in place to safeguard people for the risk of abuse.
“Where abuse was discovered or suspected, the service failed to take appropriate action, without delay, to investigate and refer the incident to the appropriate body.”
The report identified a number of other areas which the CQC found “deeply concerning” including:
• Staff did not understand or act in accordance with the principles of the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards.
• The service did not promote a culture that was open, inclusive and empowering
• There was a lack of confidence from people, those acting on their behalf and staff, in the process of raising concerns and issues with the service. Debbie Westhead, deputy chief inspector of adult social care in the North, said: “People are entitled to services which provide safe, effective, compassionate and high quality care.
“We found that the care provided at Windsor Care Home fell a long way short of what we expect services to provide, which is why we have intervened to keep people using this service safe.”
A statement from the owners and management at the home said: “Up to the most recent inspection in May 2015, the Windsor Nursing Home has always been graded as excellent or good by the CQC.
“The shortcomings highlighted by the recent inspection are therefore unprecedented and we have taken prompt action to formulate a programme of action. Our team is now working tirelessly in order to address the issues raised and to ensure compliance in all areas.
“Changes including a restructure of management have already taken place and we are working with the support of the local commissioning team to achieve what is required to maintain quality standards of care.
“Meetings have also been held with all staff and resident families in order to make them aware of the findings and the plan of action to address all areas of concern.
“Our family-run business is owned by two GPs, each with over 40 years’ of community care experience. Naturally, our priority first and foremost is to ensure our residents are being provided with safe and efficient care.”
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