A daughter’s complaint against Bupa has been upheld by the Ombudsman after her mother fell out of bed twice during a week-long respite stay.
The daughter, referred to as Mrs A, made the complaint after her mother, referred to as Mrs X, suffered the falls at the care home at Richmond Village Witney.
Mrs X, who had Parkinson’s disease and associated dementia, as well as limited mobility and a history of falls, was admitted to the care home in Richmond Village in March 2019.
The woman, who was in her eighties and who has since died, suffered two falls at the home before her daughter removed her from the service one day early.
In his decision, the Ombudsman found Mrs X and Mrs A had “suffered injustice” due to a failure to carry out a risk assessment for falls when Mrs X was admitted to the care home.
Staff were found to have not completed a risk assessment, Care Plan review or put in place measures to mitigate the risk of further falls after Mrs X suffered her first fall.
Mrs X suffered extensive bruising following a further fall. The Ombudsman also found Mrs A’s complaint had not been considered in accordance with Bupa’s complaints procedure.
Bev Ingram, Operations Manager for Richmond Villages, said: “We’re committed to providing safe and compassionate care and are very sorry that we fell short of our standards in this instance. We have apologised to the family and have made a number of changes to prevent this happening again.”
Bupa said numerous changes had been made at the service in the past 18 months since the incidents, including the appointment of an experienced Head of Care, recruitment of new permanent staff, improvements to pre-admission assessments, additional training in record-keeping and reinforcing its escalation process for complaints.