Baylham Care Home, near Ipswich, says improvements made

Baylham Care Home, near Great Blakenham, was placed in special measures after being rated inadequate by the Care Quality Commission (CQC) during an assessment from June to July last year.

Five breaches were identified after incidents involving distressed residents, a failure to investigate safeguarding concerns and a "significant lack of oversight".

However, the care home now says changed some of its leadership and put new safeguarding procedures in place.

A spokesman said: "While we were disappointed that the rating did not fully reflect the care being delivered at the time, we recognised that improvements were needed and had already begun implementing a comprehensive improvement plan.

"Since the inspection, we have strengthened leadership within the home, enhanced our nursing and care teams and introduced stronger governance and safeguarding systems to ensure the highest standards of care.

"We have been working closely with residents, families, staff and our external partners to ensure these improvements are embedded.

"The kindness and dedication of our team remain at the heart of Baylham Care Home."

The spokesperson added that residents enjoy daily life and activities within the home, including taking part in the National Nutrition and Hydration Campaign’s National Tea Party on March 18.

What did the report show?

Before and during the inspection, CQC received 12 whistleblowing concerns identifying repeated incidents of violence and aggression between residents, alongside altercations between people, which had resulted in significant verbal abuse and physical harm.

Inspectors also noted that medical equipment, scissors and alcohol had been left unsecured, placing people living with dementia at risk of harm.

The report showed that staff have been asked to do catheter and stoma bag changes without any training.

The CQC said it had received mixed feedback from relatives about care.

One relative said: "I can't say hand on heart that [family member] is safe at Baylham."

A staff member said: “Baylham Care Centre is a challenging place to work from induction.

"Managers are not informative if you ask for help, they assume you know everything.”

Meanwhile, concerns were also raised about kindness, empathy and compassion, with two members of staff seen ignoring a person crying loudly into their hands, while another came out of their room with soiled wet but staff did not respond to the call bell.

In addition, records showed that there had been errors with medicines, including incorrect doses of insulin given to a person.

Meanwhile, inspectors described the management, which is new, as having a "challenging, defensive culture", with a resistance to accept evidence and feedback.