Which? care quality survey: Home providers react

Care home providers have given their reaction to today’s Which? survey of CQC ratings.

Avery Healthcare topped the list of private care providers followed by Sunrise Senior Living and Greensleeves.

An Avery spokesperson said: “We’re delighted to have been recognised by such a reputable independent voice as Which? with regard to the 100% of our residential services rated as Good by the sector regulator, compared to other larger providers in their comparison.

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“This is backed up by findings by healthcare research specialist LaingBuisson, and is complemented by our own service user survey for 2017 that reveals that over 95% of our residents and families would recommend their Avery home. We believe that both of these results demonstrate success in our objective to be a first-class provider of quality care that people can rely upon.”

Paul Newman, Chief Executive of Greensleeves Care, which ranked in third place amongst private care providers, said: “We are delighted that the independent, national consumer association Which? has recognised the excellent quality of care provided by Greensleeves Care homes and has named us as the top third sector care provider in the country.

“Our homes in the South East and East of England were particularly pleased to be singled out for the outstanding work they do to support older people in their local areas. I thank and pay tribute to all the hardworking and dedicated Greensleeves Care staff.”

The ratings also revealed a large variance in care quality between large providers with Four Seasons coming 43rd out of 54 providers.

A Four Seasons spokesperson said: “65% of our homes in England are rated as Good or better, which is 20% points higher than two years ago, as our journey of improving quality and the resident experience continues.

“Across all our homes we have been recording satisfaction levels averaging around 97% during recent months in feedback from residents, relatives and care professionals. When CQC inspectors rate a home as requiring improvement, it means that they have found some things it needs to do better, but it doesn’t mean the home overall is failing and it doesn’t follow that residents are dissatisfied.”

Ideal Carehomes, part of the LNT Group, propped up the bottom of the table.

Managing director Paul Farmer said: “Ideal Carehomes takes the quality of the care we provide extremely seriously.  Across our 16 care homes, we have five homes which have been rated as Good, eight homes which have been rated as Requires Improvement and two which have been found to be Inadequate by the Care Quality Commission.  We are deeply disappointed with our overall CQC ratings across our homes. We also have one newly opened home which is yet to be inspected.”

Paul said the provider had implemented solutions for a number of areas of weakness in processes and procedures identified over the past 18 months.

The solutions cover changes in management, investment in staff and training, increased measures for compliance monitoring and support, and new technology to support improvements.

“Whilst we are confident that the changes we have made will improve the quality of care our residents receive, and secure better CQC ratings in the future, these changes take time to imbed,” Paul said.

“Improving our compliance and CQC ratings across all our homes, aiming for Good and Outstanding, is our top priority and our frequent assessment of all our care homes demonstrates that we are moving towards this.  We hope this will be reflected in our next CQC reports but appreciate that these step changes in service delivery can take time to deliver and are confident we have an excellent plan in place.”

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One Comment;

  1. Gillian Miller said:

    Milton House Alsager is definitely a home that requires improvement. It needs all the metal window frames replacing with double glazing. The bath opposite room 19 has been out of action now for the last three weeks. Residents had to sleep over night in the conservatory because the lift was not working and the staff could not get them upstairs to their rooms. The first day my father went in we expected to see him up and about instead at 20 to 11 that morning he was still fast asleep in bed with sick in a sick bowl and urine in his commode. We very nearly took him out that very day as we were so disgusted. We were told by a member of staff that the reason why it was like this was because one member of staff had rang in sick and the other person was there to administer drugs. So therefore there was only one person on duty to care for quite a number of residents and that they had not got around to him. The management were very apologetic and said it was just a blip and it would not happen again. It has not. Since then I have visited my father again at 6.00pm only to find that he had not had a shave that day,.had not got his teeth in and had not got his hearing aid in. This is just not good enough.
    The member of staff that has rang in sick has a slipped disc and will not be in for some time. There seems to be a staffing issue at Milton there does not seem to be enough to deal with the residents needs. One member of staff had been there for one month and when we went to actually help her bath dad she did not know how to work the mechanism. She said the other girl usually always does it. So training in all aspects for everyone is required.
    We wondered if we had placed him in the wrong type of home because dad does not really think for himself and we thought perhaps we should have popped him in a nursing home instead of a residential home but it states on your advert that you cater / care for dementia patients. Although his is mild cognitive dementia. He knows who we are. He knows where he is , he knows some of the people in there already but he does not think what to do – probally because first of all my mum did everything for him and secondly for the last three years my sister and I have done everything for him. Even to the extent of serving him a glass of water through a straw.
    I appreciate that all the girls work very hard when they are there and they do all seem very nice and helpful. Lovely events are held to keep them occupied. It is local for him and for us and in the centre of Alsager in a lovely park and dad feels and has said that he is OK there.
    It needs lots of hooks in the bathrooms above head height so the staff can hang clothes and towels on. It would make it so much easier for the girls when carting everything upstairs. (When the lift works) The toilets are very low for the residents to squat down on unless they are little and there only seems to be one handle that drops down to support them. Don’t they need two? This is a care home that really needs some money pumping into it. Richard and Claire the management team are very good themselves and are very obliging but I cannot help thinking that they really need some support from yourselves.
    There are some good groups in and around Alsager that I am sure if like the other day in the Daily papers when the NHS were asking for volunteers to help out why don’t you ask the Round Table, Rotary. Rotaract, Inner Wheel if they had got members willing to do the same. Persons could come in and say right I have got one hours spare time what would you like me to do and then delegate them something.
    Kind regards Gillian Miller (daughter of a resident)

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