Bosses at an Aberdeen care home have been told to improve after failing to address families’ concerns about “unexplained” incidents and injuries.
The leadership of Torry Care Home was rated as “weak” after inspectors scrutinised the way managers ran the facility during an unannounced visit in January.
While the Care Inspectorate noted staff were “welcoming, warm and working with the best intentions”, they identified several pitfalls – mainly due to a “lack of oversight”.
They said staff were not always aware of residents’ essential care and support needs, which has resulted in an “inconsistent or poor” experience for service users.
‘Lack of confidence’
Managers’ competency at handling complaints and concerns about loved ones was also criticised, with relatives expressing “frustration” and “lack of confidence” in the process.
In its report, the watchdog states: “The management team and staff failed to recognise or address people’s concerns.
“Families raised concerns in relation to laundry, personal items missing, unexplained or differing versions of incidents or injuries as well as the care provided.
“Relatives’ questions or queries were often not responded to, causing frustration and a loss of confidence in the management team. As a consequence, there was not a culture that improved the outcomes and experiences for people using the service.”
Mixed feedback from residents and relatives
The Care Inspectorate received mixed feedback about the services provided by the care home, run by Renaissance Care, and flagged a number of issues.
The home was said to be “warm and welcoming”, as well as “clean, tidy and clutter-free”, however, residents’ care plans did not reflect their current needs, choices and wishes.
Relatives spoke highly of specific staff, one who was said to “have built up positive working relationships” with their dad, and “can pick up immediately any concerns or worries”.
Others told the watchdog they “know how difficult and frustrating it can be for staff”.
However, inspectors identified several aspects of care were lacking at times – such as ensuring buzzers were at hand, and hearing aids were working and in place.
Limited or incomplete information
There was also a “significant risk” that residents’ support could be compromised due to limited or incomplete information available to staff.
Inspectors highlighted this was a concern previously raised with the care home and stressed creating a better system should be a priority for the management team.
They added: “There was a lack of leadership and oversight on the units to ensure essential needs were being identified, addressed and met. Policies and procedures were in place but were not implemented into practice.
“There were issues around medication storage, staff being unfamiliar with people’s care and support needs, communication, nutritional support and ensuring people’s lives are meaningful and fulfilling. As a result, people’s experiences were inconsistent or poor.”
Torry Care Home ‘working hard’ to improve
In response to the report, bosses at Torry Care Home acknowledged their mistakes and said they are working hard to deliver the best possible care to their residents.
A spokeswoman for Renaissance Care Group said: “Internal management of the home has been updated with support from highly experienced senior staff, while regular meetings between relatives and managers have been implemented as a tool to improve discussion between families and management. This ensures that robust forums for both open and private communication are in place.
“Renaissance Care is dedicated to delivering quality care in all its homes, and as such is working very closely with the Care Inspectorate to address recommendations made, with improvements already in place.”
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