A CARE home in New Milton which claims residents receive ‘the highest level of individual care from our highly trained nurses and care assistants’ has been placed into special measures by the government’s inspectorate.

The Care Quality Commission found that on the issues of safety and leadership the Bupa-run Ashley Lodge Care Home in Golden Hill, Ashley, was inadequate.

On the issues of being caring, effective and responsive it was told it required improvement.

Amongst the failings discovered by inspectors during their visit in May were smelly rooms, spillages on the walls, a lack of staff, no registered manager, and medicines not always managed safely.

‘Infection prevention and control was poorly managed within the home which resulted in areas of the home being dirty and neglected,” said the report. “The provider could not be assured that people were always protected from abuse because safeguarding procedures were not always followed.”

The found that corridor floors were ‘ingrained’ with dirt and dust. “A handrail in one of the corridors had a small smear of brown matter. The downstairs toilet had a malodour. There was brown matter on the back of the toilet door, and grime around the feet of the toilet seat frame. The dining room had dried stains from spillages on one wall.”

Three staff members admitted they could not get everyone up every day. “One staff member told us, ‘We get people up on opposite days. We can't get everyone up’,” said the report. “A third staff member said: ‘There are not enough staff. We have to choose between personal care and feeding [or getting people up]. It makes me feel bad’."

Whilst they found staff to be kind and caring towards residents, including ensuring their birthdays were happily celebrated, they also stated: “There were insufficient staff deployed to meet people's needs and keep them safe.”

One relative told inspectors: "If I could take [my family member] out I would. I sit at home and worry about her."

Since the inspection, the care home has closed the Oakview unit, as it was only being used for a small number of residents who have now moved within the home.

Bupa said residents' wellbeing is an "absolute priority" and all staff are undergoing significant training.

Ten new members of staff have been appointed since the inspection.

Sarah Hedges, regional director for Bupa Care Services, said: "We're taking this very seriously and we’ve introduced an improvement plan, led by a dedicated support team.

“We appointed an experienced home manager shortly before the inspection and she's continued to have a good impact on the home. We've recruited more staff and increased training and activities, we’re also working hard to improve the housekeeping and cleaning. I’m confident we can get the home back to its previous high standards.”

The home was previously rated Good in all areas by the CQC.