Official Response to Sunday Times Article on Arden Valley Care Home

An official response to the Sunday Times article on Arden Valley Care Home by Southern Cross Healthcare Chief Executive Philip Scott.

To see a video interview with Philip Scott, click on the image on the left or the buttons below.

IN RESPONSE TO A NEWS STORY PUBLISHED IN THE SUNDAY TIMES ON NOVEMBER 4th 2007, SOUTHERN CROSS HEALTH CARE HAS ISSUED THE FOLLOWING PRESS STATEMENT:

Based on the limited evidence available to us prior to publication from the Sunday Times and its ongoing refusal to provide further information despite repeated requests, we have investigated the issues raised and we are satisfied that the home operates to a good standard, is caring and well run.

That said, the additional details available in the published version of the story today [4th Nov 2007], notably the photograph of a person being lifted, enable us to proactively consider some specific matters locally, including the implementation of our robust lifting policy.

It should be noted that we believe that the reporter put her story before her duty of care. The Sunday Times refused to give us the names of staff involved in the examples given in their report, despite the fact that when the reporter was given her job she was told her duty of care was to report any transgressions to the manager. In the ten days that have elapsed since the Sunday Times first contacted us, the newspaper should have provided more detailed information for us to tackle the individuals who had allegedly broken our rules.

Before publication of the article we considered the evidence available very seriously and restated our company policies to all staff to ensure that we continue to provide the right environment for the care of older people.

Many of the undercover reporter’s conclusions are not sustainable. We reject any suggestion that MRSA is a problem in the home and have recent test results that support our position. The reporter’s conclusions on budget and staffing cannot be justified, in fact staffing is entirely in line with recognised regulated quota levels. We take all suggestions of abuse very seriously and have a rigorous whistle-blowing policy to allow cases to be reported. On the rare occasion that issues are raised, they are investigated thoroughly in line with the group’s robust policies and procedures and resolved properly.

Southern Cross is a reputable care provider, which is open and transparent about its operations and procedures. We operate 36,000 beds in over 700 care homes across the UK and employ over 41,000 people. Our aim is to provide a safe, caring and relaxing environment for people who are unable to remain in their own homes. Capital spending on the structure of our homes, staff training and health and safety investment have all increased as a direct result of the company’s healthy financial position.

IN ADDITION TO THE MEDIA STATEMENT THE COMPANY HAS MADE THE FOLLOWING POINTS ABOUT KEY ELEMENTS OF THE SUNDAY TIMES REPORT:

1.   Lifting and moving elderly residents. During the undercover reporter’s training, our manager explained clearly that drag lifting was abuse and should not be used. She was advised that should she ever see this type of lift being used, she must report it to a manager and action would be taken. She did not appear to do so, which accordingly means that we were unable to take action at the time. We have not been given by the Sunday Times details with dates, times and the names of those involved. The reporter was advised that she must not be involved in any handling of clients until she had received appropriate training. Accident records for the period the reporter was in the home have been checked - there is no evidence to suggest that any resident was injured in that period, nor in the 3 months previously.

The home has an open policy for visits by relatives. The comfort and well being of residents is our paramount concern. All relatives and residents have been given the opportunity, personally, since receiving the Sunday Times allegations, to discuss any concerns they may have. The general feedback about the service delivery at Arden Valley Care Centre has been very positive. With the information provided we have been unable to substantiate the allegations, however the Home Manager and the Divisional Group Moving & Handling Trainer have re-affirmed the company’s robust Moving & Handling Policies and Procedures to all staff.

2.   Neglect of Residents. Daily hygiene charts have been checked - these have been completed fully and evidence the fact that residents were washed and bathed or showered regularly. Incontinence pads are changed regularly (every 3 - 4 hours or more frequently as required). All charts are checked by the person in charge of each shift and reviewed by the Home Manager and the Operations Team daily.

3.   Standards of infection control and hygiene. Many people within the macro population carry MRSA on their bodies. It is not a barrier to being cared for in a nursing or care home. None of the residents within the care home currently are MRSA positive. We have asked the Sunday Times to supply evidence of the name of the laboratory to where the ‘swabs’ were taken and tested and the results thereof, but the Sunday Times has refused thus far to advise us of this. We strongly urge the Sunday Times to supply this information in order that further investigation may take place. All of the bathrooms, sluices and laundry areas have been spot-checked and found to be clean and tidy. The clinical waste was being sorted and disposed of correctly and regular checks within these areas are undertaken by the Home Manager to ensure cleanliness is sustained. One of the washing machines at the time of the reporter’s employment was not operating, but the laundry had been stored correctly. There is, however, a dedicated laundry assistant seven days a week. All areas of the home have been inspected and we again re-enforced our Clinical Hygiene robust policies and procedures to all staff.

4.   A tight budget. This allegation is unfounded. The home has a generous budget supplemented by a generous capital expenditure budget controlled by the Operations Director. The Sunday Times erroneously links the issue of sheets to budget when this was probably due to a temporary malfunction of one of the washing machines. However, a rolling programme of replacing bed linen has ongoing. There has never been any shortage of cleaning foam.

5.   Staffing. We dispute the reporter’s claims. During the time she was employed, there were no shifts that were short-staffed and no agency use within the home during this period other than the day that the reporter did not attend the care home as part of her employment – absenting herself from the home with no notice. A review of staffing some months ago led to one additional carer being employed in the afternoon. There is no evidence whatsoever to suggest that the staffing levels in the home have compromised the standard of care. Indeed, since the Sunday Times alerted the company, the senior team have made various unannounced visits to the home including during the night and no staff shortages were evident.

We reject any suggestion that the employment of overseas staff may lead to a poor standard of care due to lack of knowledge of English. If there is any indication that any member of staff from overseas may have a problem with English, he/she is enrolled on an English course, which is fully funded by the company. Foreign staff are very common throughout the health service in both private and state sectors.

6.   Unappetising meals. Due to the healthcare status of some of the residents, some food has to be liquidised and diets are constantly reviewed in order that residents receive a varied and balanced diet. Soft diets are provided to those who specifically need them. For example, a person who has suffered a dense stroke and has lost their swallowing reflex often requires semi solid or pureed diets. Liquidised food is served on a plate in separate portions of meat, vegetables etc. A full audit of the menu quality and presentation of food has taken place since the Sunday Times contacted us and the group’s Divisional Catering Manager has re-affirmed the group’s policies and procedures in relation to nutrition. The weights of residents are monitored and in the last 3 months there have been no major fluctuations in weight for residents. Any who have had had a slight weight loss have been referred to a dietician and/or GP and were having daily records maintained of food and fluid intake.

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