Bestwood Village care home rated 'inadequate' by CQC and placed into special measures

Eden Lodge Residential Care Home, run by Sai Om Limited, cares for up to 60 people, some of whom live with dementia and mental health conditions and 25 people were living there at the time of the inspection.

The CQC carried out the inspection after receiving information of risk about the service.

Inspectors found four breaches of regulation related to safe care and treatment, person-centred care, safeguarding and overall management of the service.

CQC has downgraded the ratings for how safe and effective the home is from ‘good’ to ‘inadequate’.

It has downgraded how well-led the home is from ‘requires improvement’ to ‘inadequate’, and how caring and responsive it is from ‘good’ to ‘requires improvement’.

The CQC has placed the service into special measures which involves close monitoring to ensure people are safe while they make improvements.

Special measures also provides a structured timeframe so services understand when they need to make improvements by, and what action CQC will take if this doesn’t happen.

Hazel Roberts, CQC deputy director of adult social care in the central region, said: “During our visit to Eden Lodge, we found a service where leaders didn’t have proper control over the quality and safety of care.

“Leaders’ audits and checks hadn’t picked up problems with the environment, medicines, care plans and staffing, and known risks went unresolved for long periods.

"There was no registered manager in post at the time and while a new manager had recently been appointed, they hadn’t yet had the chance to make changes.

“People had mixed experiences of care.

“We saw some staff show kindness during some activities and people enjoying themselves and smiling.

"However, we also saw people being told to sit down repeatedly when they were distressed rather than being comforted and reassured.

"Some people told us they felt staff were too busy to spend time with them.

“One person was visibly upset when a meal arrived that wasn’t what they’d been promised and we found some people were left without support for long periods, both in communal areas and in their own rooms.

“We had serious concerns about how the home managed safeguarding concerns.

"Staff didn’t always record or report incidents to the local authority and missed opportunities to learn from things that had gone wrong and prevent them happening again.

“We also found the home hadn’t always shared information with healthcare professionals which put people at risk of harm.

“The home had been going through a period of change.

"Staff told us they supported each other and the leadership team was receptive to our feedback, taking some immediate steps to improve safety during our visit.

"However, these improvements clearly need more time to embed to ensure people receive the standard of care they deserve.

“We have told leaders where urgent improvements are needed and we will keep the service under close review to ensure people are kept safe while this happens.”

Your Dispatch has contacted the home for comment.