Delays in care left people feeling “stressed and anxious” at a Leicester care home rated ‘requires improvement’ by the CQC.
One resident reported waiting in a wet pad for 50 minutes for support, while another said they had to wait for more than an hour to be helped off a commode at The Lawns Residential Care Home.
The CQC commented: “Response times for people’s requests for support took longer than they should. People told us this affected their daily lives.”
One resident at the home said: “Sometimes if I know I need changing it does take a while and on one occasion I waited 50 minutes. I ring the bell and they come in and switch it off and say they will come back. I know they are busy, but I don’t like sitting in a wet pad.”
Another commented: “Recently I waited for over an hour waiting for staff to return to help me off the commode and this upset me.”
Despite the delays in being given support, people at the service were complimentary about the care they received.
The CQC said: “People’s experience of care was overwhelmingly complimentary. Every person we spoke with held this view. Staff treated people with care, kindness and compassion. People openly wanted to share their experiences during our visit.”
One person commented: “The staff are lovely and very respectful.” Another said: “The staff are excellent, and the care is excellent.”
A brighterkind spokesperson said: “We have reviewed the final inspection report and have a plan in place to make the necessary improvements. We are working closely with the CQC and they are fully aware of the changes we are making.
“We were encouraged to see that the report acknowledged the areas where our care meets the standards, for example, with regards to person-centred care plans and positive outcomes as a result of our care and support. As a national care provider, we have systems and procedures in place to support quality care and provide positive resident experiences. The care and wellbeing of our residents remains our first priority.”