Advising with empathy and experience

Hull care home ordered to improve.

STAFF ridiculed and argued with elderly residents at a Hull care service, a healthcare watchdog inspection has found.

Residents also told inspectors they had seen mice in their rooms at Hamshaw Court, Wellstead Street, Hull, while a Care Quality Commission (CQC) inspection team discovered stained bedding, dirty bedrooms and unwashed commodes.

Carers were also criticised for using "disrespectful, patronising and negative language" in the home run by a private firm, Minster Care Management Ltd.

Up to 45 older people, including some with dementia, live in individual flats at the home with their own bedroom, sitting area, kitchenette and ensuite shower room, with access to communal rooms and enclosed gardens.

The CQC has ordered Minster Care Management to improve. The CQC report states: "Words like 'attention seeking' and 'demanding' had been used to describe people explaining to staff their preferred choices. We also heard staff talking to people in a demeaning and argumentative manner.

"There were not enough staff to ensure people's needs were effectively met. Staff had not undertaken essential caring tasks and had not kept essential information about the person's wellbeing up to date."

The report follows an unannounced CQC inspection of the home in December 2015 after Hull City Council raised concerns over the cleanliness of the service.

The CQC inspection report added that residents had fallen or had accidents but staff had failed to seek medical attention fast enough with one resident, who had fallen in the night, not taken to Hull Royal Infirmary until the next day.

The inspection team also discovered that residents were waiting more than 30 minutes after calling for help. The report added: "We heard the nurse call system being activated on numerous occasions and staff taking a long time to respond."

While the CQC report said most staff were "kind and understanding", one worker was described as "defensive and argumentative" when a resident asked to use a mug he had bought to help him drink soup and inspectors reported their conduct to the acting manager.

They also discovered another visiting health care professional had complained about the way staff had spoken to another resident after their replies to questions were ridiculed.

The CQC rated the service as "requiring improvement." Minster Care Management Ltd was ordered to take action to ensure people were treated people with dignity and respect and were not at risk from cross-contamination and infection.

In a statement, Hamshaw Court said that since the inspection a new manager had been appointed and new procedures surrounding cleaning, staffing levels and activities for residents had been put in place.

The statement said: “We are confident the actions currently being taken will ensure every aspect of the home meets the high standards expected.”