Families up in arms over CQC rating

A group of “outraged” families are up in arms after a Shropshire care operator lost its appeal to have its rating reviewed by the industry regulator.

Family members of residents at the Uplands care home in Shrewsbury are backing its owner, Marches Care, after it appealed against the Good rating given by the Care Quality Commission.

“We are outraged because we can’t see how it is possible to provide better care than that which our loved ones receive at the Uplands,” said Jill Wellings, whose husband Dick has been at the Uplands for five years.

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“I worked for 37 years in general practice and investigated a lot of homes before Dick came here, and the quality of care is absolutely first class, leagues ahead of anywhere else I have encountered.

“The medical care, the kindness, the nursing care, the understanding shown by the staff – all are absolutely fantastic and I genuinely don’t see how it could be any better.

“We see the care our loved ones receive and were all fully expecting an Outstanding rating across the board.”

Marches Care claims that the process by which the rating was given was flawed and “grossly unfair”, and it was on those grounds that the operator was appealing rather than the rating itself.

Mrs Wellings said the group of families made the decision to go public completely independently and were not approached to do so by any staff member at the Uplands.

Mandy Thorn, Managing Director of Marches Care, said it was “extraordinary” that there was no independent review service available for organisations or individuals who have concerns with the outcome of CQC’s inspection process.

The CQC told Care Home Professional: “All CQC’s inspections are carried out by teams of trained, experienced health and social care professionals who are joined by experts with experience in the specific areas of care.

“Following inspection, reports are subject to a rigorous period of checking. This includes a period for factual accuracy checking, when the provider has the opportunity to give feedback on any detail of the report they feel is inaccurate. The report is also assessed by a CQC panel which scrutinises the report and what ratings should be given.

“Where the care being provided is exceptional we will award an Outstanding rating, but any services with a Good or Outstanding rating are to be congratulated for the work they do for people in their care. The Uplands at Oxon, in Shrewsbury, is rated as Good overall and in each of the key questions CQC asks  – is the service safe, effective, caring, responsive and well-led. Staff are to be commended for this.

“If providers are unhappy with their rating they have the right to appeal against it if they feel it is not reflective of the service or CQC’s findings.”

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