CQC Chief Inspector of Adult Social Care Andrea Sutcliffe has said shocking evidence of care abuse revealed at a Bupa care home is “wholly unacceptable”.
The allegations against Bupa’s Crawfords Walk care home in Chester were revealed by Channel 4’s Dispatches last night.
Andrea Sutcliffe, the CQC Chief inspector of Adult Social Care, commented: “The examples of poor care and a culture of inappropriate, institutionalised practice highlighted by this programme are wholly unacceptable.
“Bupa and its managers have a responsibility to provide safe, compassionate and high quality services but have failed to do so – despite their promises to address the concerns the Care Quality Commission has raised. Bupa has betrayed the very people it is paid to look after.
“The shocking evidence presented here of understaffing, bad practice and poor care confirms the issues we have raised and underlines why we have taken action.”
Crawfords Walks was placed into Special Measures by the CQC following an inspection in August which was prompted by concerns over the safe treatment of residents.
Inspectors found staffing levels were insufficient to meet people’s needs and observed cases of “abrupt and dismissive” carer behaviour.
Two warning notices were issued by inspectors over breaches of the Health and Social Care Act.
Earlier this year a former employee of the home was suspended by the Nursing and Midwifery Council for injuring a resident (see Former Bupa nurse suspended after injuring resident).
The Chief Inspector added: “Through our published inspections of individual services, including Crawfords Walk and Perry Locks, and our ongoing engagement with the senior team at Bupa, we have been clear about the standards and improvements they should achieve.
“We have used our enforcement powers to protect people and drive improvement – but it is ultimately up to Bupa to deliver this improvement and we will hold them to account through further use of our enforcement powers if they fail to do so.”
Responding to the Dispatches broadcast, Joan Elliott, Managing Director Bupa Care Services, said: “I am shocked and saddened, these behaviours and practices are completely unacceptable.
“A dedicated Improvement Team is working with the home and we promptly suspended a number of individuals.
“We do not accept a number of the allegations made and have records which back this up, but what was shown in the programme does not meet our standards of care.
“We are talking to all of our residents and their relatives about the improvements we’re making at Crawfords Walk and we are working with the Care Quality Commission, the local council and the NHS.
“We’re proud of our staff and this is not a true reflection of the care that our dedicated nurses and carers provide in our homes every day.”