Case Studies

''My mother had been a resident in a Care Home in Northumberland for the last two and half years until Thursday, April 8th 2021. She is the sweetest, most unassuming and caring lady, until three consecutive admissions to the hospital in the last three months due to the neglectful care within this home. Each time she has been admitted with severe dehydration and resistant UTI's, I believe due to lack of fluids and basic care. Each time I have had to ask for medical intervention which has not been accessed promptly enough, hence her hospitalisation. My Mother was a type 2 diabetic but has now had to become insulin dependent at the age of 84, simply I believe because of them mismanaging her diet and their wilful neglect, even after advice given from medical agencies. This care home has played a major contributory factor in my mother's medical decline.
I have challenged the care home several times in the past with issues and have addressed them openly and honestly with the manager and higher management. I firmly believe that because of this, they have taken this stance and used my Mothers ill health as a personal attack on me for voicing my opinion on their negligence and failings to care for her. I have safeguarding placed already on the home and have contacted the CQC as well as a few other families and they know this. The home was recently put into Requires Improvement.

On the day of my Mothers discharge, I had an amicable call with the manager of the home to say Mam was coming out and that I was just waiting on a time and I would let her know as soon as I had rung the ward. Literally, ten minutes later I rang the hospital to be told by the Ward nurse that they were refusing to have her back as the home could not fulfil her needs. I immediately rang the manager obviously very upset at her deception and dishonesty and said I would be down to collect my Mams belongings. She said "Well you need to give us a bit of time to pack them" to which I replied, " No you will have the same time as I have been given and we will pack them they are my Mothers possessions" .

I went straight down with my siblings to clear my mother's room and we were met at the home by an unknown carer who handed me an envelope and said " Sign for this". It held the remainder of my Mother's social funds for the home. This led me to believe that the decision to refuse her return was premeditated. The manager didn't even have the decency to come and explain why the decision was made or offer any explanation, however, I did go and converse with her on our exit only to say I was disgusted with her treatment of my Mother and once I had her placed somewhere else, I would definitely be taking the matter further. Her words were " Well that's your prerogative". Also, when I questioned who had made the decision, she said it had been made in conjunction with ''higher management.''

After lots of tears and frantic phone calls with my Mother's care manager and the hospital home safe team, it was decided Mum had to stay there for two more nights until we got her into a new placement. I had a lot of support from the County contracts officer who was just fabulous and we have now thankfully got her settled in a new home.

I now want them to be held accountable for their actions. I have emailed the CEO whom I have dealt with before and told her I escalating the matter further to the relevant parties and I have substantial evidence of the home's failings, to which she replied that she was unaware of the situation and that if I gave her specifics, she would take action. I refused this as it would give her ammunition to cover her back which she has done before. She also had the nerve to say that my Mum could go back, her room was there and that they had not given notice. She then tried to state that the home was waiting for the result of a nursing assessment.

How could this be when she was unaware of the situation. I told her that I had informed the manager in my call that my mum did not conform to nursing assessment so she was basically refused back in for no other reason I believe, than a personal attack on me for voicing my opinion on the failings and negligence within this care home. Just more untruths and dishonesty from unprofessional and unempathetic staff. I have also sent an email to the CEO and I am awaiting a reply. ''

Care Campaign for the Vulnerable is supporting this family. If you are interested in this case study please contact ccftv.cares@gmail.com