Complaint upheld against care home

Jul 1 2009 by Kaiya Marjoribanks, Stirling Observer Wednesday

COMPLAINTS made about a care home near Doune have been upheld by Scotland’s care watchdog.

Margaret Cram submitted a catalogue of complaints about Southern Cross owned Manor Hall Care Home following her mother Maisie McGowan’s death in January.

She told the Observer she feels the 85-year-old, from Stirling, did not receive the expected level of care or standard of environment and believes a number of factors contributed to her mother’s suffering in the period leading up to her death.

Mrs Cram said: “My mother had 12 children. She deserved to live out her final days with dignity, but as far as we are concerned that just didn’t happen. Some staff did their very best which we are very grateful for, but there were others who I feel didn’t do what they should have.

“Anyone who has concerns about any home their relative is living in should speak up because it’s not fair on them or other residents who may not have families to look out for them.”

Among the complaints were that Mrs McGowan’s family were told her infected toe had been diagnosed with gangrene 12 days after it was recorded on her care plan; that her pain was not adequately managed; infection control procedures were not always followed; and that Mrs Cram had not been able to access the complaints procedure despite asking for this.

Care Commission investigating officers visited the home in February and March and interviewed management and some nursing, care and domestic staff. Documentation was also sent to commission advisors and contact made with others in Mrs McGowan’s care.

In a report of their findings sent to Mrs Cram, the officers said they had identified gangrene had not in fact been diagnosed but added: “The investigating officer was unable to establish why gangrene had been recorded and who had indicated that gangrene was present. It was clear that records were not factual and that this information was passed on to your family.

“It was found the home was not always as clean as it should have been. Staff confirmed the service had been short of domestic staff last year and at times areas of the home were not always cleaned to an acceptable standard.

“There were found to be strong odours in bathrooms from the storage of soiled laundry and toilet areas were dirty.

“There was no guidance for staff within your mother’s care plan to indicate signs, specific to your mother, that would suggest she may be in pain. There was no documentation to evidence the regular assessment of level of pain despite Southern Cross having an assessment tool and process in place.

“It was acknowledged staff are not always given the information required to put infection control procedures in place in a timely manner due to factors such as returning from days off, limited information being passed on and lack of shift continuity.”

The commission officers also found a specialist nurse had advised Mrs McGowan’s dressing be changed every two days but her care plan continued to state 72 hours.

They added: “Wound cleansing methods were not included in care plans and methods of bandage application were not specified.

“The organisational policy identifies management should conduct an investigation where pressure ulcers have developed whilst service users are resident in the home. There was no documentation found to support that this had happened.

“Staff confirmed they were unsure where to access the formal complaints procedure and paperwork.”

The commission also detailed what actions it wanted taken to rectify the shortcomings.

A Manor Hall spokesman said: “Southern Cross Healthcare purchased Manor Hall back in September 2007 and staff worked rigorously to improve the quality of care provided to service users.

“Our open and transparent approach was welcomed by residents and stakeholders and as a direct result the care standards significantly improved.

“We take all complaints very seriously and continue to implement comprehensive action plans to effect service improvements. We are delighted to report that all historic complaints have now been fully addressed at Manor Hall.”