This is my personal story of one of the weirdest experiences in my life: almost Dickensian. The industry and Galsworthy House Nursing Home fall significantly short of what you would think should be happening in care homes: to protect those who are infirm, incapacitated and elderly or tragically do not have capacity because of Alzheimers.
My mother has advanced Alzheimers. Unable to communicate and no longer able to walk.
We always had concerns about her stay at Galsworthy House. The Nursing Home has a weird eerie feeling to the whole place.
After we took my mother out of the care home, we asked for her care notes and discovered that male carers were involved in providing both routine and intimate care. This represented a huge violation! Here a person trapped in her mind because of her Alzheimer’s had to put up with male carers touching her! Can you think of a worse nightmare?
We attempted to address this matter through various channels, including direct communication with the care home. Our concerns were not adequately addressed or resolved. I really don’t think they understood the gravity of the situation. It seemed almost normal to them.
…UPDATE:
We are taking Galsworthy House Care Home to court. We’d like to hear form past residents please. Not just on experiences but also crucially an **intake form** they claim not to have anymore. In this intake form we specified our preferences.
The intake form would ask questions such as family history, background, preferences, significant memories, food preferences, and of course care preferences (female or no preference).
They now claim that such a form does not exist…..
Well they can repeat this in front of a judge; and I’m hoping a relative of a past resident can confirm that indeed such a form does exist. It’s in a form of a A4 booklet.
Galsworthy House Nursing Home
PLEASE email me info@galsworthyhouse.com Thank you! Share your experiences too please. And I’ll happily put them up here if you like. This industry must change!!
If you feel like donating AGE UK do a wonderful job! And staffed by lovely volunteers xx
Is the Care Quality Commission (CQC) Fit for Purpose? A Growing Concern in the UK’s Care Home Industry
The care home industry in the UK is under increasing scrutiny, with many questioning whether the regulatory body responsible for overseeing it—the Care Quality Commission (CQC)—is truly fulfilling its purpose. While the CQC is tasked with ensuring that care homes meet fundamental standards of quality and safety, numerous reports from families, advocacy groups, and even Parliament have raised doubts about the effectiveness of the organization.
Parliament’s Concerns About the CQC
Recent discussions in Parliament have highlighted growing concerns over whether the CQC is capable of adequately protecting vulnerable residents in care homes. MPs have voiced their frustration, citing numerous cases in which the CQC failed to act on complaints or to properly investigate allegations of neglect and abuse.
One of the key criticisms is the apparent lack of follow-up inspections after serious concerns are raised. In several cases, families have come forward with troubling reports about the care their loved ones received, only to find that little or no action was taken by the CQC. These concerns mirror the issues faced by many families, including those who have raised complaints about Galsworthy House Care Home in Kingston upon Thames.
A Regulatory System Under Pressure
The CQC’s struggles to monitor the thousands of care homes across the UK have been well documented. The regulatory body has acknowledged the sheer volume of work, with resources stretched thin across the country. However, this has done little to reassure families who rely on the CQC to ensure their loved ones are safe in environments such as Galsworthy House Care Home.
For example, a family whose loved one had advanced Alzheimer’s disease experienced significant distress during their relative’s stay at Galsworthy House. While they raised concerns about certain aspects of care—particularly the inappropriate involvement of male carers in intimate care—they found that their concerns were not fully addressed. This experience is not isolated, as other families have reported similar frustrations about the CQC’s lack of response to serious complaints about care standards.
Galsworthy House: An Example of Wider Industry Issues?
It’s important to remember that issues with the CQC are not necessarily indicative of poor care in all care homes. Many care providers are committed to offering high-quality care for their residents, despite the challenges they face. However, in cases like that of Galsworthy House Care Home, families have found it difficult to get answers when concerns are raised. This mirrors the national conversation about the CQC’s ability to enforce standards consistently across the industry.
The case of Galsworthy House is particularly noteworthy because of the family’s continued efforts to seek justice and accountability. After removing their loved one from the facility, they requested copies of care notes and an intake form specifying the family’s preferences for care. Shockingly, the care home claimed that such a form no longer existed, despite the family’s strong recollection of providing it at the time of admission. This discrepancy is now part of a legal case, highlighting the challenges families face when trying to hold care providers accountable.
The Need for Reform
Advocates for reform are pushing for changes to the CQC’s inspection and reporting processes, arguing that vulnerable individuals in care homes cannot afford to wait for improvements. Families like those with loved ones who stayed at Galsworthy House argue that a more robust and responsive system is needed—one that doesn’t just focus on ticking boxes but also listens to the voices of residents and their families.
It is clear that Parliament shares these concerns. Several MPs have called for an independent review of the CQC’s operations, with some even suggesting that the organization in its current form may not be fit for purpose. These calls for reform are echoed by families across the country who have had difficult experiences in care homes, whether at Galsworthy House or elsewhere.
A Call to Action
In light of these issues, it is essential that families, care home residents, and advocacy groups come together to demand more from both the CQC and care homes themselves. The experience of the family at Galsworthy House is one of many examples that highlight the need for greater transparency, accountability, and action in the care home sector.
For those who have concerns about care homes, including Galsworthy House Care Home, it’s vital to share these experiences. By doing so, we can ensure that the issues within the industry are addressed and that vulnerable residents receive the care they deserve.
If you have had a similar experience or know of issues regarding care standards at Galsworthy House or any other care home, please reach out. Your voice matters in this conversation, and it’s time we ensure that care homes—and the CQC—are held to account for the standards they promise.
Is the Ombudsman System in the UK Fit for Purpose in Handling Care Home Complaints?
When families encounter issues with care homes in the UK, they often feel at a loss for where to turn. The Care Quality Commission (CQC) is supposed to ensure that standards are met, but when it comes to resolving disputes or complaints, the responsibility typically falls to the Ombudsman. But is this system truly fit for purpose? Many families who have experienced the Ombudsman process—including those raising concerns about Galsworthy House Care Home—believe the answer is no. This post delves into the current system’s shortcomings and proposes an alternative model that could better serve the needs of vulnerable residents and their families.
Understanding the Role of the Ombudsman
The Parliamentary and Health Service Ombudsman (PHSO) and the Local Government and Social Care Ombudsman (LGSCO) are the bodies responsible for investigating complaints about public services, including care homes. Their role is to provide an impartial review of complaints that have not been resolved through the care home or local authority’s internal processes.
While the concept of an Ombudsman sounds promising, many families find the reality disappointing. The Ombudsman’s role is to investigate whether a care home or authority acted in accordance with the law and guidelines, but they do not have the power to enforce sanctions or demand specific changes to care practices. This limitation often leaves families feeling that their concerns have been acknowledged but not adequately addressed.
Are Ombudsman Staff Qualified to Handle Care Home Complaints?
One of the most critical questions raised by families and advocates is whether those working in Ombudsman organizations have the necessary expertise to make informed judgments about complex care issues. Unlike the CQC, which employs inspectors with backgrounds in health and social care, the Ombudsman staff often lack specialist knowledge in these areas.
For instance:
- Care Experience: Many Ombudsman investigators do not have firsthand experience working in care settings. They may lack understanding of the day-to-day realities of providing care for individuals with complex needs, such as those with advanced Alzheimer’s or other forms of dementia.
- Clinical Expertise: The Ombudsman’s office does not employ doctors, nurses, or other clinical experts to review complaints involving serious medical or care concerns. This can be particularly problematic in cases where clinical judgment is at the heart of the complaint.
- Managerial Insights: Without experience in managing care homes, Ombudsman staff may not fully grasp the implications of poor management decisions or the pressures that lead to systemic issues within care settings.
This lack of relevant expertise means that families, including those who have raised issues about Galsworthy House Care Home, often feel that their complaints are not being evaluated by people with the necessary understanding to make informed, empathetic, and effective decisions.
Galsworthy House: A Case That Highlights Systemic Failures
The case of Galsworthy House Care Home in Kingston upon Thames exemplifies many of the problems with the current system. When one family raised serious concerns about the care provided to their mother, who had advanced Alzheimer’s, they were met with a series of bureaucratic obstacles. The involvement of male carers in providing intimate care, despite the family’s stated preference for female carers, was a clear violation of trust. Yet, despite bringing this issue to the attention of both the care home and the Ombudsman, the family felt that their concerns were not taken seriously.
The Ombudsman’s response was to confirm that the care home had followed its policies, without delving into whether those policies were appropriate or in the best interest of the resident. This highlights a critical flaw in the current system: the Ombudsman often focuses on procedural compliance rather than the quality or humanity of care provided.
Proposing a New System for Handling Care Home Complaints
The Ombudsman system, as it currently stands, is not equipped to handle the nuanced and complex issues that arise in care homes. To create a more effective system, several changes are necessary:
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Specialized Care Ombudsman:
- Establish a dedicated Care Ombudsman with staff who have direct experience in health and social care. This body should include former care workers, managers, and clinicians who understand the intricacies of care provision.
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Clinical and Care Expertise:
- Ensure that complaints involving medical or clinical aspects are reviewed by professionals with relevant qualifications, such as doctors or senior nurses. This would provide families with confidence that their concerns are being assessed by those who understand the clinical implications of care decisions.
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Independent Care Review Panels:
- Create independent review panels made up of care experts, legal professionals, and representatives of patient advocacy groups. These panels would provide a more thorough review of complex cases and offer recommendations for improving care practices.
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Greater Transparency and Accountability:
- Require care homes to publish anonymized summaries of all complaints and their resolutions, alongside annual reviews of their complaint-handling procedures. This would increase transparency and provide families with a clearer understanding of a care home’s track record.
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Proactive Monitoring:
- Rather than waiting for complaints to be escalated to the Ombudsman, implement a system of proactive monitoring for care homes with a high number of complaints. This could involve unannounced inspections or spot-checks by experienced care professionals.
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Support for Families:
- Provide independent advocacy and support for families navigating the complaint process. This could help families, like those at Galsworthy House, understand their rights and the best way to articulate their concerns.
A Call to Action: Reforming the System
The issues raised by families, including those with loved ones at Galsworthy House Care Home, make it clear that the current Ombudsman system is not fit for purpose. It lacks the expertise, authority, and empathy needed to address serious complaints in a way that ensures justice and improvement. Reforming this system is not just about better outcomes for individuals; it’s about creating a culture of accountability and excellence in our care homes.
If you have experienced issues with a care home, whether at Galsworthy House or elsewhere, it’s essential to speak out. The more voices that join this conversation, the stronger the case for reform becomes. Together, we can push for a system that truly protects the most vulnerable in our society and ensures that every resident receives the compassionate, high-quality care they deserve.