Bupa has agreed to apologise and pay £150 to a former resident who complained he was injured during a hoist transfer.
An investigation by the Local Government & Social Care Ombudsman found the care home provider at fault following a complaint from a resident about an incident during his respite care at Manor Court Care Home in Southall, Middlesex.
The complainant, referred to as Mr X, said he injured his leg on a wheelchair while being lifted out of bed in a full body sling on his last day at the home in August 2018.
Mr X said carers had not checked his leg despite, failed to log the incident and had not dealt with his complaint.
While noting the home’s “good practice” of carrying out a full admission assessment of Mr X which noted his susceptibility to skin tears, the Ombudsman said Bupa was at fault for failing to check the resident’s legs after he complained during the transfer and for not logging the incident.
The Ombudsman said Bupa was investigating a carer over manual and handling issues.
Paul Torrance, Regional Director for Bupa Care Services, told CHP: “We aim to provide the best possible care and, in instances where we fall short, we have a company-wide complaint process to ensure that we’re responding to and acting on feedback.
“I’m sorry that this wasn’t carried out correctly in this instance, and we’ve apologised to the resident and his family. We’ve also rolled out a number of changes at the home – including new management and improved training – to help prevent similar issues from happening again.”