‘Intrusive’ handovers criticised at North London care home

Staff at Care UK’s Muriel Street home in Islington, North London have been criticised by the CQC for “intrusive” behaviour during handovers.

The home, which provides nursing care to men and women with a range of needs, including physical disabilities, dementia and mental illness, was rated Requires Improvement for being Caring, Responsive and Well-led, and Good for being Safe and Effective.

The CQC commented: “During this inspection we observed staff practice during morning handover needed improving. We saw staff walking around as a team of at least four, entering room by room and handing over information about people to the next shift.

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“We saw that the way it was done could be perceived as intrusive and not always welcomed. For example, staff entered the room of one person who started shouting as they realised staff were inside. Staff reassured the person, however, they stayed in the room talking about the person rather than removing themselves.”

In another example, staff were observed walking into a room while a resident was still asleep. One staff member was then observed leaning over to the resident and stating: “She is breathing.”

The CQC said the issues had been discussed with the home’s management team who agreed they needed addressing.

The service’s registered manager said work was ongoing on carrying out handovers in a more sensitive manner and staff would be provided with more guidance and advice.

A Care UK spokesman told the Islington Gazette: “This report relates to an inspection made at the start of January and, while we recognise that progress hasn’t been as quick as we would like, we are confident that we are making progress in addressing the areas identified for improvement.

“We now have a much stronger team at Muriel Street that is fully committed to providing compassionate, person-centred care.”

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