Bourne End: Chilterns Manor care home gets new CQC rating

The Care Quality Commission has re-inspected Chilterns Manor care home in Bourne End on February 17 and 22.

The residential care home on Northern Heights has been rated as ‘inadequate’ again following a previous similar rating in August last year – the lowest available score.

The key categories of safety and leadership were rated as ‘inadequate’. 

Chilterns Manor care home in Bourne End (Image: Google Street View)

This means Chilterns Manor remains in ‘special measures’. If it fails to improve in the next six months, the provider risks losing its licence to operate.

During the February inspection the CQC found a person with dementia was unsupervised in their room with an “exceptionally hot” portable heater.

“We asked staff to stop using these due to the risk of injury and alerted the provider to the risk of harm,” the report said.

Some fire risk assessment actions were incomplete, including records of fire drills, they also found.

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Although “some improvements” had been made to the home’s environment, the garden remained in “poor condition,” the report noted.

There wasn’t always enough staff on duty to meet people’s needs.

The CQC was unsure how “some staff with no experience of working in adult social care and who had limited English had been appointed to their roles.”

A relative said: “Some carers don’t really understand English.”

Another relative said: “Staff seem very nice.”

Relatives told the inspector of “poor communication”, saying the home was “not great on keeping in touch.”

The provider had not notified the CQC of all relevant events, including safeguarding referrals.

This meant the CQC was unable to monitor if appropriate actions were taken to “prevent people being harmed further,” the report said.

Daanish Zaki from Chilterns Manor care home said they were “bitterly disappointed with the rating.”

He continued: “Since February we have taken on board the CQC findings, we have developed a strong action plan and immediately hired a consulting company to address the issues and also have employed a specialist Quality manager who will drive forward the changes needed and ensure that we are once again back on the pathway to a great service.

“We have communicated to all the residents and families, and they have been loyal in staying at our Lovely service.

“The quality manager and management have recently met Buckinghamshire local authority teams and they have commented positively with our recovery plans and supporting the residents and staff.

“I am committed to ensure that our home is back on track and to serve our local community.

“I would like to thank the Residents, Relatives and my team in all the amazing support we have in turning around our Beautiful Care home.”