Sir Aubrey Ward House in Marlow 'requires improvement'

Sir Aubrey Ward House in Prospect Road, Marlow, was previously rated as inadequate given last year following an unannounced visit by the Care Quality Commission (CGC) in which several legal, staffing, and governance issues were identified.

Recent visits by the CQC were conducted on August 4 where inspectors found that residents "daily care records written by staff were not in step with people's care plans or best practice."

According to the report, this meant that some people experiencing confusion or disress were being told off. It was further reported how staff told one person their shouting was upsetting others. Staff told another person their verbal and physical aggression during an episode of distress was "inappropriate".

Further issues around safety were noted during the inspection. Inspectors found "emergency pull cords were not always reachable from the floor, which was important for people to get help if they fell."

As well as this, plated meal choices were not offered to people in accordance with dementia best practice as one family member said "it's awful. She wants more sweet things".

However, relatives told inspectors how good the care home was at making sure residents were given enough fluids and snacks, adding "I can't fault their ability to keep people hydrated"

Inspectors found safeguarding referral was delayed in relation to neglect and risk of harm due to staff omitting a person's high-risk medicine in error. 

As well as this, the report found: "Staff did not follow the home's procedure for testing and recording water temperatures to reduce the risk of scalding."

Despite this, inspectors found the care provider 'had a good understanding of people's needs and how to support them' and that they had taken 'risk assessments were regularly reviewed and contained enough information about hazards to people and actions to reduce risks.'

It was additionally reported that residents felt "very well cared for" at the home and gave compliments to the staff whose levels of care and safeguarding were praised.

There was mixed feedback on the number of staff working, although inspectors found staff rotas were in place to ensure there was sufficient support for people.

One resident said: "There are issues with number of [staff] and they can be a bit rushed, there aren't any problems with attitudes of carers" and "They are overworked. They do the best they can. I don't know how they do it. You ring a bell and they come. They are very helpful".

The care home has been in Special Measures since December 10, 2021 after the CQC found people were placed at risk of harm as effective governance arrangements were not in place. 

Since then, enough improvement had been made at this inspection and the provider was no longer in breach of regulation 17.

A CQC inspector concluded: "Improvement had been made to manage people's complaints. Information was displayed around the building informing people how they could raise any concerns. Staff were also advised how to raise whistle blowing concerns. Whistle blowing is speaking out about wrongdoing in the workplace."

A spokesperson from The Fremantle Trust said: "The Fremantle Trust take its commitment to delivering the highest possible standards of care very seriously. We have reviewed the CQC report and have already acted on the findings”