Urgent change needed at care home, watchdog finds

One resident told inspectors they had to wait on the toilet for over an hour for help

Residents of a care home in Nottinghamshire have complained of long waits for help, as inspectors tell the service to make urgent improvements.

One resident of Radcliffe Manor House told inspectors from the Care Quality Commission (CQC) they sometimes had to wait on a toilet for more than an hour before support arrived.

The CQC, which regulates health and social care, found the charity-run home breached regulations three times and has put it into special measures.

A spokesperson for the home said they were making changes but added the report does not "fully represent" what care is usually like there.

Some residents complained of loneliness as staff were too busy

The care home, in Radcliffe on Trent, had 24 residents at the time of the inspection, between June and July this year.

It was rated inadequate – the lowest rating – in all areas but one.

Inspectors were particularly worried about staffing levels, which meant residents were sometimes left alone in communal areas and had to wait "a considerable amount of time" for help.

During the visit, one person waited 42 minutes and another waited more than half an hour for support.

One resident told inspectors: "When [person] wants the loo, [they] have to wait so long, often [they've] done it."

Another added: "We don't call out as there's no one to hear us.

"I keep an eye on everyone and just hope no one falls out their chair as I can't do anything to help except shout."

Others told the CQC it was not unusual to wait three weeks between a bath or shower.

'Urgent attention' needed

The inspectors identified three breaches of regulation related to person-centred care, safe care and treatment, and management.

They also criticised the home's leadership.

Inspectors found in one case a person may have been unlawfully deprived of their liberty under mental health rules.

The CQC has told the home to submit a plan showing what action it is taking.

Greg Rielly, CQC deputy director of operations in the midlands, said: "During our inspection of Radcliffe Manor House, we identified several issues that needed urgent attention.

"We were particularly concerned about how low staffing levels affected the quality of care, as people, their relatives and staff all raised concerns with us.

"Leaders hadn't put enough staff in place to make sure people received safe care promptly."

The CQC said it will monitor the service and do another inspection within six months to make sure the improvements are happening.

The management of the home apologised for "any distress caused to residents".

A spokesperson added they had "worked tirelessly" to address the issues and have completed many of the actions needed.

They added: "We have met with many residents' families, who have expressed that their experiences of the care and support differ from the findings within the report.

"While we acknowledge that some of the concerns raised by the inspector reflected the service on the day of inspection, we do not believe they fully represent the quality of care our residents experience daily. "