Thousands of complaints made over treatment of adults

Bournemouth Echo: Peter Lovesey with his 87-year-old father Desmond, who he says was neglected by carers both in a hospital and a care home Peter Lovesey with his 87-year-old father Desmond, who he says was neglected by carers both in a hospital and a care home

THOUSANDS of complaints have been made about the way adults are treated in social care.

As council budgets are cut and pensioners face paying more to be looked after, social services across Bournemouth, Poole and the rest of Dorset have been dealing with 2,569 complaints since April.

A further 4,322 complaints were raised during the previous financial year.

Today, the Echo can exclusively reveal the scale of concerns being raised about vulnerable people.

Cases include an 87-year-old year old man who has since died was left on the floor twice after falling out of bed.

Our investigation comes as the Care Quality Commission nationally found some care providers are struggling under the pressures of helping an ageing population and the rising tide of patients with complex problems. At times they found a culture “in which unacceptable care becomes the norm”.

Our research shows: • In the year to March 31, Bournemouth’s Adult Social Care Safeguarding Adults Services received 1,913 complaints relating to the care of vulnerable people. From that total 419 related to care homes.

• From April 1 to the start of November this year Bourne-mouth council received 956 complaints with 31 of them relating to care homes.

• In Poole in the year up to March 31, Adult Social Care Services received 652 alerts regarding concerns for adults at risk within the borough. Of these, 160 related to care homes.

• And from April to November, Poole council has received 397 complaints, with 107 relating to care homes.

• In the 2011-2012 financial year, Dorset County Council received 1,757 alerts or concerns relating to vulnerable adults. From those 531 progressed on to a referral or a full investigation with 274 of those related to care homes.

• From April to November Dorset County Council has had 1,216 alerts with 223 relating to nursing and care homes. Out of the total, 273 progressed to an investigation.

A Bournemouth Council spokesman said it had “fully investigated” 700 of the complaints made in the year up to March.

The remainder of the complaints were dealt with through the community care assessment process – incidents that the council felt were less serious and could be resolved through providing additional support.

They said none of those cases resulted in criminal prosecutions with a high proportion inconclusive due to a lack of sound evidence.

'They locked it and forgot I was there'

DESMOND Lovesey, 87, told the Daily Echo before he died on November 12 that he had been left in his room and “forgotten about”.

The pensioner said he fell on the floor at night twice and was left with a pillow under his head as care workers waited for day staff to get him into bed.

Before he died the retired retail business owner told the Daily Echo he was left in his room when he stayed at Southwood Lodge Care Home in September.

“They locked the room,” he said.

“They locked it and forgot I was in there.”

Desmond’s son Pete is angry that his father spent an unhappy four days at the care home in Southwood Avenue so close to his death.

“It makes me furious,” Pete said.

“It was absolutely disgusting and we are all getting older so it really is quite frightening.”

Pete, 48, said, his father was left sitting in a chair unable to get up to reach his drink and panic button or open the door.

Pete’s wife Rachel resorted to calling an ambulance crew to get him into bed using a hoist one evening.

And after paramedics were called out the ambulance service raised the alarm to social services.

The paramedics left notes stating they used the care home’s equipment, “which staff said couldn’t be used”.

The notes said: “Staff at the home said his level of care is greater than they can provide.

“They stated they are unable to transfer him into bed and said that he would have to stay in an unsuitable chair.”

They advised Desmond’s family to contact social services and the next day Desmond was taken back to hospital before being moved into private care.

Desmond, of Talbot Woods, was diagnosed with the disorder cardiac amyloid three years ago and given two years to live.

“He held my hand and said ‘please get me out of here’, and I said ‘I’m trying’,” Rachel said.

Southwood Lodge Care Home

SOUTHWOOD Lodge Care Home is run by Reside Care Homes, part of the Hadland Care Group.

A spokesman said safeguarding officers and the Care Quality Commission (CQC) were contacted directly and Mr Lovesey did not complain to them.

She said: “The care home provides good care for clients who are of a level of health suited to the environment.

“When it becomes a situation that a client needs further attention than standard practice, alternative arrangements are made, ie: paramedic attention or transfer to a nursing home.

“Mr Lovesey’s health was monitored after his transfer to the home from hospital and communication made with his GP.

“We will continue to co-operate fully with the local authority in line with the Safeguarding Adults policies if any further concerns are raised.

“We take all complaints about the home very seriously and will always work with the relevant local authorities as part of any investigation.”

• BEFORE his spell at Southwood Lodge Care Home, Desmond Lovesey had two spells at Alderney Hospital on Ringwood Road in Parkstone, Poole.

His son Pete said he asked Poole Hospital not to discharge him there a third time as he felt his father was left dehydrated and underfed there.

And on the feedback section of the NHS website, Alderney Hospital is the subject of several criticisms.

One piece of feedback reads: “I just hope and pray I never end up in a place like this.”

Another reads: “Alderney is the worst place I have come across. Nobody cares or listens.”

Another described Alderney as: “A dreadful place, where every horror story you read in the papers about care for the elderly comes true.”

Other feedback remarks are positive, describing a 94-year-old woman being treated “well and with respect”.

Another described Alderney as “welcoming, clean and comfortable”.

Teresa North, senior matron at Alderney Hospital, Dorset HealthCare said they thoroughly investigate complaints and work closely with patients and families to reassure them and address issues.

She said: “It’s really important to us to provide a high level of care to our patients and we welcome feedback on our services as it enables us to improve the care we provide.”

Councils ‘take all concerns very seriously’

EILEEN Dunnachie, service director for adult social care at Bournemouth Council, said any further concerns about Desmond Lovesey’s care would be investigated.

She said: “We encourage members of the public and social care professionals to report any potential concerns about vulnerable people receiving social care support who may be at risk of harm.

“All concerns are taken seriously and, where necessary, action is taken to address any actual or potential harm.

“At all times we act promptly to safeguard vulnerable individuals in a way that is proportionate to the concerns raised.”

Concerns can be raised Bournemouth Care Direct at the Town Hall Annexe in St Stephen’s Road or call 01202 454979.

• JAN Thurgood, strategic director at Poole Council, said their campaign to raise awareness of adult safeguarding has much to do with their increase in safeguarding concerns in the last two years.

Mrs Thurgood said all concerns are “fully assessed” and they work with partners to ensure that residents in care and nursing homes receive a good quality of care and are treated with dignity and respect.

She urged anyone with concerns about a vulnerable adult to contact Poole council’s Adult Social Services Helpdesk on 01202 633902.

Comments (12)

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9:52am Sun 25 Nov 12

step up says...

Bournemouth Borough Council are completely indifferent to satety of vulnetable adults they have bern the most ruthless council when it comes to cutting funding for even those with Critical banding needs the highest lifethreatening need. An example if which is the truly staggering 70% cut they tried to impose on Bournemouth disabled lad which the courts refused them to do and an LGO inquiry in reaching its conlusion re malpractice, injustice and discrimation. Ironic then that they have a 'health and well being board' made of well salaried individuals from the same care budget whose only interest is maintaining their own 'health and well being' by cutting care costs from their budgets. I am in the industry and Care providers regularly tell me 'Bournemouth are the worst' the cuts they have imposed have left many without the support they need and are legally intitled to. More should take a leaf out of the 70% cut lad approach and take legal action. At BBC its business as usual despite the age of austerity we are living under except for the social care where the funding cuts have been brutal but the bloated hierachy and numerous line managers remain. Where is the evidence this council is in austerity??? We still have a Mayor, a Chief Executive a role that could be abandoned or shared, too many payrolled Councillors. Yet the financial books are checked as we see with the consultants pay fiasco. Why bother when we have adult social care we can target? And this is the result. Poor underfunded care despite the legal duty of care to ensure its provided. Bottom of the pile. At least Poole has reduced social care managers and staffing numbers in order to maintain funding for the vulnerable. Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council.
Bournemouth Borough Council are completely indifferent to satety of vulnetable adults they have bern the most ruthless council when it comes to cutting funding for even those with Critical banding needs the highest lifethreatening need. An example if which is the truly staggering 70% cut they tried to impose on Bournemouth disabled lad which the courts refused them to do and an LGO inquiry in reaching its conlusion re malpractice, injustice and discrimation. Ironic then that they have a 'health and well being board' made of well salaried individuals from the same care budget whose only interest is maintaining their own 'health and well being' by cutting care costs from their budgets. I am in the industry and Care providers regularly tell me 'Bournemouth are the worst' the cuts they have imposed have left many without the support they need and are legally intitled to. More should take a leaf out of the 70% cut lad approach and take legal action. At BBC its business as usual despite the age of austerity we are living under except for the social care where the funding cuts have been brutal but the bloated hierachy and numerous line managers remain. Where is the evidence this council is in austerity??? We still have a Mayor, a Chief Executive a role that could be abandoned or shared, too many payrolled Councillors. Yet the financial books are checked as we see with the consultants pay fiasco. Why bother when we have adult social care we can target? And this is the result. Poor underfunded care despite the legal duty of care to ensure its provided. Bottom of the pile. At least Poole has reduced social care managers and staffing numbers in order to maintain funding for the vulnerable. Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council. step up

12:05pm Sun 25 Nov 12

High Treason says...

step up says...
9:52am Sun 25 Nov 12

"Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council"
The LGO is only there to make the public believe they can have some justice regarding lousy councils.
In reality it is useless and only finds in your favour if they are unable to wriggle out of the obvious.
step up says... 9:52am Sun 25 Nov 12 "Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council" The LGO is only there to make the public believe they can have some justice regarding lousy councils. In reality it is useless and only finds in your favour if they are unable to wriggle out of the obvious. High Treason

12:17pm Sun 25 Nov 12

charlie2004 says...

The fact that the staff could not use a hoist to get this man back into bed shows a complete lack of training. Be it a care home or a rest home if the equipment is on site the staff should know how to use it, if not why bother to purchase it in the first place!

What a terrible way to spend your last few days, begging to be moved from somewhere you feel so unsafe.
The fact that the staff could not use a hoist to get this man back into bed shows a complete lack of training. Be it a care home or a rest home if the equipment is on site the staff should know how to use it, if not why bother to purchase it in the first place! What a terrible way to spend your last few days, begging to be moved from somewhere you feel so unsafe. charlie2004

12:25pm Sun 25 Nov 12

live-and-let-live says...

can anyone imagine the outrage if these ill treated vulnerable people were babies and small children? if we take another look at the roumanian orphanages where the babies are treated so badly, we would see how our own elderly are treated.
can anyone imagine the outrage if these ill treated vulnerable people were babies and small children? if we take another look at the roumanian orphanages where the babies are treated so badly, we would see how our own elderly are treated. live-and-let-live

12:35pm Sun 25 Nov 12

step up says...

High Treason wrote:
step up says...
9:52am Sun 25 Nov 12

"Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council"
The LGO is only there to make the public believe they can have some justice regarding lousy councils.
In reality it is useless and only finds in your favour if they are unable to wriggle out of the obvious.
The LGO provisional decision is in and the final decision is due before end of November. Not Looking good for Bournemouth Borough Council under the lead of Pam Donellan gone, Peter Charon gone Neil Smurthwaite gone Judith Geddes soon to be gone just leaves Nadine Evans.....
[quote][p][bold]High Treason[/bold] wrote: step up says... 9:52am Sun 25 Nov 12 "Watch this space for the Local Government Ombudsman decision on Bournemouth Borough Council" The LGO is only there to make the public believe they can have some justice regarding lousy councils. In reality it is useless and only finds in your favour if they are unable to wriggle out of the obvious.[/p][/quote]The LGO provisional decision is in and the final decision is due before end of November. Not Looking good for Bournemouth Borough Council under the lead of Pam Donellan gone, Peter Charon gone Neil Smurthwaite gone Judith Geddes soon to be gone just leaves Nadine Evans..... step up

8:23am Mon 26 Nov 12

tinkerten says...

No care from Bournemouth social services, they just cover themselves and worry about the future of their high pay
No care from Bournemouth social services, they just cover themselves and worry about the future of their high pay tinkerten

8:47am Mon 26 Nov 12

l'anglais says...

What credentials are needed to set up a care home and what vetting occurs, when employing staff?
I know of a couple who were employed in the NHS as a Staff Nurses who opened a care home in the 90's, primarily to make money.
Secondly, if a teacher was employed to look after kids and it was discovered that they didn't have the experience or qualifications to do so, there would be uproar.
It appears to me that not enough checks are being made, prior to employment, on the staff who care for the elderly, something like it or not, we will all become.
What credentials are needed to set up a care home and what vetting occurs, when employing staff? I know of a couple who were employed in the NHS as a Staff Nurses who opened a care home in the 90's, primarily to make money. Secondly, if a teacher was employed to look after kids and it was discovered that they didn't have the experience or qualifications to do so, there would be uproar. It appears to me that not enough checks are being made, prior to employment, on the staff who care for the elderly, something like it or not, we will all become. l'anglais

9:19am Mon 26 Nov 12

Forest_Nymph says...

l'anglais wrote:
What credentials are needed to set up a care home and what vetting occurs, when employing staff?
I know of a couple who were employed in the NHS as a Staff Nurses who opened a care home in the 90's, primarily to make money.
Secondly, if a teacher was employed to look after kids and it was discovered that they didn't have the experience or qualifications to do so, there would be uproar.
It appears to me that not enough checks are being made, prior to employment, on the staff who care for the elderly, something like it or not, we will all become.
I don't think there has to be any credentials, apart from a clean history as far as a police record is concerned.

My sister got a job in a private nursing home in Poole around 5 years ago. She had never worked in the care system, or elderly people and had no appropriate qualifications, yet within 3 days of starting her job as a care assistant, she was left in charge of 4 other ladies on the staff - 3 of which could barely speak English and when filling out patients notes they did so in their native Korean Not English too!

Between them, they were expected to care for almost 30 very vulnerable elderly female patients - several of whom required round the clock monitoring after being discharged there from Poole Hospital.

Suffice to say, my sister raised a complaint to the owner and was told in no uncertain terms she could put up with it or leave her job - she chose the latter.

A complaint was raised by her regarding this care home (and I use the term lightly) and the place was investigated with new and appropriate procedure's put in place to correct untrained staff being left alone, as well as other things - yet that care home has since been investigated twice to my knowledge for the same thing happening again - *and* for mistreatment of patients.

So many "care" homes seem only interested in the high premiums they charge to make money - and not in the care of elderly people - and that is why I nursed both my parents at home until the end. Having heard and seen some terrible things in care homes myself, there was no way I would put my mum and dad through any of that torture.

Regulation MUST be tightened up and enforced rigidly, or we will hear of more and more sad cases such as those in this report.
[quote][p][bold]l'anglais[/bold] wrote: What credentials are needed to set up a care home and what vetting occurs, when employing staff? I know of a couple who were employed in the NHS as a Staff Nurses who opened a care home in the 90's, primarily to make money. Secondly, if a teacher was employed to look after kids and it was discovered that they didn't have the experience or qualifications to do so, there would be uproar. It appears to me that not enough checks are being made, prior to employment, on the staff who care for the elderly, something like it or not, we will all become.[/p][/quote]I don't think there has to be any credentials, apart from a clean history as far as a police record is concerned. My sister got a job in a private nursing home in Poole around 5 years ago. She had never worked in the care system, or elderly people and had no appropriate qualifications, yet within 3 days of starting her job as a care assistant, she was left in charge of 4 other ladies on the staff - 3 of which could barely speak English and when filling out patients notes they did so in their native Korean Not English too! Between them, they were expected to care for almost 30 very vulnerable elderly female patients - several of whom required round the clock monitoring after being discharged there from Poole Hospital. Suffice to say, my sister raised a complaint to the owner and was told in no uncertain terms she could put up with it or leave her job - she chose the latter. A complaint was raised by her regarding this care home (and I use the term lightly) and the place was investigated with new and appropriate procedure's put in place to correct untrained staff being left alone, as well as other things - yet that care home has since been investigated twice to my knowledge for the same thing happening again - *and* for mistreatment of patients. So many "care" homes seem only interested in the high premiums they charge to make money - and not in the care of elderly people - and that is why I nursed both my parents at home until the end. Having heard and seen some terrible things in care homes myself, there was no way I would put my mum and dad through any of that torture. Regulation MUST be tightened up and enforced rigidly, or we will hear of more and more sad cases such as those in this report. Forest_Nymph

9:20am Mon 26 Nov 12

BmthNewshound says...

Echo says : "Our investigation comes as the Care Quality Commission nationally found some care providers are struggling under the pressures of helping an ageing population"
.
In Bournemouth, Poole and the wider Dorset area the struggle is exasperated by the large number of people choosing to retire to the area. In Bournemouth especially in recent years the Council has given planning permission to Churchill and McCarthy & Stone and the like to build hundreds of new retirement flats to encourage more older people to retire to the town. No consideration has been given to the stress this will but on local social care services, GP surgeries and hospitals. Having encouraged people to retire to the town often away from their families it then cuts funding to the services they need as they grow older and need caring for. There should now be a complete embargo on building anymore of these retirement ghetto’s in Bournemouth and Poole until social care provision and funding has been sorted out – perhaps Churchill etc. should be required to pay a contribution to the cost of social care for people who live in their properties – they could deduct this from the extortionate management fees they charge residents.
.
Its amazing that whilst the Council claims that it is having to cut services to the elderly and vulnerable it can also find money to pump into Boscombe, or fund its vanity projects like the Imax – just think how many hours social care could be funded with the £8.5m spent on the Imax project.
Echo says : "Our investigation comes as the Care Quality Commission nationally found some care providers are struggling under the pressures of helping an ageing population" . In Bournemouth, Poole and the wider Dorset area the struggle is exasperated by the large number of people choosing to retire to the area. In Bournemouth especially in recent years the Council has given planning permission to Churchill and McCarthy & Stone and the like to build hundreds of new retirement flats to encourage more older people to retire to the town. No consideration has been given to the stress this will but on local social care services, GP surgeries and hospitals. Having encouraged people to retire to the town often away from their families it then cuts funding to the services they need as they grow older and need caring for. There should now be a complete embargo on building anymore of these retirement ghetto’s in Bournemouth and Poole until social care provision and funding has been sorted out – perhaps Churchill etc. should be required to pay a contribution to the cost of social care for people who live in their properties – they could deduct this from the extortionate management fees they charge residents. . Its amazing that whilst the Council claims that it is having to cut services to the elderly and vulnerable it can also find money to pump into Boscombe, or fund its vanity projects like the Imax – just think how many hours social care could be funded with the £8.5m spent on the Imax project. BmthNewshound

5:58pm Mon 26 Nov 12

befairer says...

Mr Lovesey was discharged from Poole hospital to Reside Care Home at Southwood Lodge as being able to mobilise & not requiring nursing care. Upon admission The care home very quickly established that Mr Lovesey was not able to weight bear.
The care home manager had numerous discussions with professional agencies which included Social Services, GP’s, District Nurses & of course the immediate family to express concerns that Mr Lovesey’s needs were in fact nursing due to his daily requirement of nursing intervention & Reside were doing everything possible to ensure the correct care placement was provided to Mr Lovesey as quickly as possible.
All of Reside staff are fully trained in the use of required transfer equipment and provide over and above the required CQC regulatory mandatory training modules to ensure the correct levels of compliance are achieved relating to the regulatory body and contractual service provision. Reside have been inspected by CQC & have met all required standards of care provision & training.
Residents are not locked in their rooms and a good nutritious diet and fluids are provided.
Mr Lovesey remained with us for a period of 4 days during which time, no complaint or concern was raised to the manager or staff by Mr Lovesey’s family regarding the statements in the Bournemouth Echo.

Reside Care Home Operations
Mr Lovesey was discharged from Poole hospital to Reside Care Home at Southwood Lodge as being able to mobilise & not requiring nursing care. Upon admission The care home very quickly established that Mr Lovesey was not able to weight bear. The care home manager had numerous discussions with professional agencies which included Social Services, GP’s, District Nurses & of course the immediate family to express concerns that Mr Lovesey’s needs were in fact nursing due to his daily requirement of nursing intervention & Reside were doing everything possible to ensure the correct care placement was provided to Mr Lovesey as quickly as possible. All of Reside staff are fully trained in the use of required transfer equipment and provide over and above the required CQC regulatory mandatory training modules to ensure the correct levels of compliance are achieved relating to the regulatory body and contractual service provision. Reside have been inspected by CQC & have met all required standards of care provision & training. Residents are not locked in their rooms and a good nutritious diet and fluids are provided. Mr Lovesey remained with us for a period of 4 days during which time, no complaint or concern was raised to the manager or staff by Mr Lovesey’s family regarding the statements in the Bournemouth Echo. Reside Care Home Operations befairer

5:03pm Tue 27 Nov 12

mollie_ says...

Go Reside Care Homes for sticking up for themselves.
The care home WOULD NOT have treated the resident like that.
All members of staff are fully trained by the highest standard and all of the residents are treated with care, the fact that the media try to turn things around and make false reports is sickening.
Don’t use old people to make stories, especially not for reports that are false and manipulating.
Go Reside Care Homes for sticking up for themselves. The care home WOULD NOT have treated the resident like that. All members of staff are fully trained by the highest standard and all of the residents are treated with care, the fact that the media try to turn things around and make false reports is sickening. Don’t use old people to make stories, especially not for reports that are false and manipulating. mollie_

4:45pm Fri 30 Nov 12

pete woodley says...

Who is telling the truth,any elderly person reading this must be concerned what could happen to them,as a mere 78 year old,and not in good health,it makes me wonder,especially as my wife was recently visiting an elderly lady in a home,and was concerned about the lack of attention given to her.I myself once knew a home where the residents were sometimes LOCKED in their rooms.
Who is telling the truth,any elderly person reading this must be concerned what could happen to them,as a mere 78 year old,and not in good health,it makes me wonder,especially as my wife was recently visiting an elderly lady in a home,and was concerned about the lack of attention given to her.I myself once knew a home where the residents were sometimes LOCKED in their rooms. pete woodley

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