Care home staff heartbroken

HAPPY families . . . Susan Adshead, Maggie Birch, Kathy Walsh, Jean Norbury, Maxine Callaghan, John Callaghan, Poppy Bradley and mum Beth Norbury

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STAFF at an Oldham care home have rallied round to dispute the findings of a CQC report which branded their services "inadequate".

Employees at Abbey Hey Care Home said they were heartbroken by the report, which was published following an unannounced inspection.

The government health watchdog placed the Delamere Street home in special measures.

Inspectors raised concerns over poor standards of hygiene and insufficient staffing levels.

But family members of those receiving care at Abbey Hey insist the care home has been such a benefit to their loved ones.

Joan Norbury (83), whose husband died last March, turned out to speak about the quality of care he received at Abbey Hey.

She said: "My husband had Alzheimer's. He was here for 15 months. They treated him marvellously. The home is clean but above all they care for people so well.

"The residents were just getting out of bed at the time of the inspection so of course there will be soiled bedding."

Standards

John and Maxine Callaghan also shared their experiences of the home, which they attend three or more times each week to visit Maxine's dad.

They said: "In two-and-a-half years, we have never felt that safety or hygiene standards were compromised in any area of the home.

"Abbey Hey is a dementia home and the majority of residents have complex needs resulting in challenging situations which are met with kindness, compassion and total professionalism by the wonderful staff employed to care for them."

The CQC report, published in December, stated that care, effectiveness and responsiveness at the home "required improvement".

Cook Kelly McDonald, who has worked at the home for 10 years, invited the Chronicle to "see for ourselves what a lovely home Abbey Hey is".

On our planned arrival the home was spic-and-span with clean corridors. Regional managers were visiting Abbey Hey at the time of our arrival.

We were initially given a seat in the conservatory where some 20 residents were sitting. Staff were attentive and we were offered a drink on two occasions.

During our visit we were also shown to an indoor sensory garden, accessed by a lift, which we were told helps those with dementia acclimatise to the home.

When one resident became teary they were immediately approached by a member of staff who spoke kindly and offered support.

Deputy manager Sue Jackson confirmed staff at Abbey Hey undertake 12-hour shifts. There is a dementia unit upstairs for those who require one-to-one care.

There are regularly two members of staff upstairs and three downstairs to support around 30 residents at the home.

Former activities co-ordinator at Abbey Hey Margaret Birch, from Shaw, said: "The staff never sit down. I think they can be short staffed at times.

"But the care the staff provide is fabulous."

Abbey Hey received a letter of encouragement from Kathy Walsh (58) who wrote: "I am eternally grateful for what you have done for my dad. You have worked miracles. You have gone above and beyond to help him.

"The CQC have come in and ticked boxes. They do not know what a brilliant, amazing job you do."

Employees at the care home hit out at the report which they claimed was "unfair", "unjust" and "not a true reflection" of their services.

Registered manager Kim Pearce said: "We are absolutely heartbroken. I understand the CQC have to put out a report but it's awful that they can come in and think they have a fair representation of our home in a few hours. Our jobs are at risk and the home is at risk."

Rose Bracher, regional manager of Care WorldWide, which oversees Abbey Hey, said: "I was very shocked by the report. The CQC have a job to report what they see. But they have a snap shot at that moment in time.

"Most inspections are done over two days but this was done over one day. First thing in the morning people are getting up and we have to respect their dignity so obviously the room is not going to be 100 per cent clean. This is a home not a hospital."

Regional manager of Care Worldwide Harry Inglis said: "I have emailed the CQC. The cleanliness element was a particular concern but they do not have a complaints process. Our challenge over factual accuracy was totally disregarded."

Improvements are expected before a further inspection, due to be carried out within six months.