iStockCarers say they were “ignored for years” after raising failings of a home care service in the Highlands before the Care Inspectorate stepped in.
The watchdog then issued an improvement notice for Sutherland Care at Home Service, which operates from within the Lawson Memorial Hospital, managed by NHS Highland.
A letter, issued to the health board, said there were “serious and significant concerns about the quality of care” experienced by users of the service.
However, union GMB Scotland said carers warned the health board the service was “over-stretched” and “failing” but were ignored for years before the Care Inspectorate stepped in.
According to the union, staff repeatedly warned managers that visits were being missed or cut short.
Lesley-Anne MacAskill, GMB Scotland organiser in the Highlands, said home care workers welcomed official confirmation of their repeated concerns but were dismayed some of Sutherland’s most vulnerable people had been failed.
“Our members in the Sutherland home care service are absolutely committed to their clients but have been so badly failed by NHS Highland,” she said.
“They have been warning management for years that service users were not receiving the care they needed but were ignored.
“They repeatedly warned the service was understaffed, repeatedly warned their visit schedules were unrealistic, and repeatedly warned management were failing to properly communicate with staff, service users and their families.
“Every one of these warnings were ignored and the failure to respond put both staff and service users at risk. It is regrettable that it needs the intervention of the Care Inspectorate to make NHS Highland listen.”
She added: “It could not be clearer that whatever failures there are in this home care service, they are not the failures of workers.
“Managers have been told again and again of our members’ serious concerns and did nothing.
“There has been a systemic lack of action, support and even interest in response to the concerns being raised.”
Care staff warned that unachievable rotas mean visits were being missed or cut short, with the administration of medication jeopardised.
One worker is regularly asked to make visits requiring two carers to safely perform the tasks needed, putting staff and service users at risk, for example, the union claimed.
“They cannot be blamed for cutting short visits or even missing visits because there is simply not enough staff to cover the calls when they are at work, let alone provide proper cover for colleagues on days off or when they are on leave or ill,” Ms MacAskill said.
Care Inspectorate found ‘signifcant improvements’ needed
The Care Inspectorate has given NHS Highland until May 25 to make “significant improvements” or risk registration of the home care service being cancelled.
By May 25, the service must make “significant improvements” or face the prospect of its registration being cancelled by the care body.
The service must ensure staff understand and fulfil their roles and responsibilities by promptly identifying, reporting and responding when there are changes in service users’ health, wellbeing or safety needs.
This includes when service users may be unhappy or at risk of harm.
It also noted staff at all levels should take appropriate actions necessary to ensure that service users consistently experience safe and compassionate care.
The Care Inspectorate recommended that the administering of medication was delivered by those who are “suitably trained” and their competency had been assessed.
A spokesperson for the Care Inspectorate said: “An inspection has identified serious and significant concerns about the quality of care experienced by service users of Sutherland Care at Home Service in Highland.
“We understand this is a difficult and distressing time for service users, their families and staff at the service.
“However, our first priority is always the health and wellbeing of service users.
“Because of our concerns we have issued an Improvement Notice to the service. This sets out the significant improvements that must be made within a specified timeframe.
“We are in contact with and monitoring the service to follow up on the required improvements.”
Health board promises action and to work ‘closely’ with staff
A planned Care Inspectorate inspection of NHS Highland’s Care at Home Service in Sutherland has highlighted a number of areas for improvement within the service, the health board said.
NHS Highland said it will work closely with staff to put actions in place.
Pamela Stott, NHS Highland’s chief officer for adult social care, said: “We recognise this may cause anxiety for service users, their families and our staff.
“We have developed an action plan to ensure the recommendations outlined in the Improvement Notice are implemented as quickly as possible.
“Our formal review and responses processes take the form of a Large Scale Investigation (LSI) which we have now formally started.
“We are contacting service users, families and staff to provide support and guidance, including a direct contact from within our local social work teams.
“We are sorry for any inconvenience this may cause, and we want to reassure the local community we are working to address these concerns as soon as we can.”
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