Bupa’s Cold Springs Park care home in Penrith, Cumbria has been rated Inadequate by the CQC following an inspection in June.
In an at times damning report, inspectors said people at the service were not receiving care that was safe and they were not always protected against the risk of harm or abuse.
Inspectors found risk assessment had not been kept up to date following accidents and incidents.
Staffing levels were found to be inadequate and gaps were found in medicine records.
Inspectors said the service was not responsive to people’s needs with their care assessments not kept up to date.
The CQC added that complaints had not been responded to appropriately or honestly by the registered manager. Inspectors said the service was not well led.
Angela Zuraw, Regional Director for Bupa Care Services in Scotland & North England, said: “We’ve already introduced a dedicated team at the home to address the issues raised in the inspection. We aim to provide high quality care for all our residents, and we have a detailed improvement plan in place.
“As part of this, we’ve increased staffing throughout the night and we continue to recruit further colleagues at the home. We’re also recruiting a new manager to fully support our staff and residents.
“While we know there’s work to be done, I was pleased that the CQC commended the friendly and respectful approach taken by our staff. With these new actions in place, and additional support for our colleagues, I hope we’ll quickly return to the high levels of care our residents expect.”
To read the report, click here.