HC-One has agreed to refund half a resident’s care home fees after admitting to a catalogue of errors in the treatment of her diabetes.
Following an investigation by the Local Government & Social Care Ombudsman, HC-One also agreed to ensure all staff members have completed medical competency assessment and diabetes training, and to develop an action plan to ensure policies are put into practice.
The investigation, which followed a complaint from a former resident at its Hornchurch care home, came on top of an internal probe and a council safeguarding enquiry.
Staff were found to have failed to implement the resident’s diabetes plan and to have administered insulin despite her low blood levels. The home was also found to have failed to communicate properly with family members and the resident’s GP, and was found to have inadequate staffing levels.
A spokesperson for the home said: “The health, safety and well-being of our residents are our top priorities, and our staff work hard to deliver the best care for them.
“We acknowledge that in this instance we did not deliver the high level of service we strive for and we would like to reiterate our apology to the individual and her family for our shortcomings.
“Since this happened, we have worked very hard to learn lessons from this case. For example, all colleagues have completed their medical competency assessment and have undertaken further diabetes training.
“Additionally, as a result of our recruitment drive, we are pleased the home is no longer reliant on agency staff, ensuring that our residents receive a greater continuity of care and from colleagues who have completed our detailed training programme.
“This home is being actively supported by our wider regional team and we are continuing to work with local partners to make and sustain improvements.”