Care Quality Commission ex inspector Suzie Knights (Richings) sent us a message to complain about her exposure of when she was informed about Farecare manager (Cheltenham) extremely abhorrent idea of providing ‘care’.
Suzie (who’s Linkedin pic looks photo-shopped) said;
“Hello, I was a CQC inspector but have moved to new employment. There is a post on this site with my name and picture on 12 th Feb which slanders my reputation. I did inspect this service and it was inspected again 2 years later by a different inspector and was again rated good. I shouldn’t have to see a post like this and if it is not removed I will be going to the police and taking further action. I was just doing my job and there was no evidence of what is described. Many thanks Suzie knights / Suzie Richings”.
Carers Want Competence replied with;
“I’m sorry to be the one to inform you but there actually is evidence. You personally spoke on the telephone with the service user. You were actually informed of the concerns regarding Farecare before the inspection. The service user recorded conversations which he/she has recently managed to get recovered from a hard drive.. You followed up with the email (attached). Whatever has been published can and will be be further evidenced with the service users audio recordings of telephone calls. We are working on concealing a vulnerable persons name from the recordings to protect identity but when completed will be available for the HSCLGO to accompany the rest of the complaint. Please do as you wish. We are accustomed to incompetent professionals crying to police, who usually enjoy a coffee whilst reading or listening to evidence. And we are also accustomed to incompetent professionals attempting to conceal what they should have addressed – but did not. Tell me – did you communicate what you had been told to adult safeguarding? We don’t believe that you did. Therefore you neglected a duty of care. Have a nice day.”
This was the email received after Suzie was made aware of the concerns;
Here is what Care Quality Commission was told before the inspection of Farecare in Cheltenham;
PROFESSIONAL BOUNDARIES/MISCONDUCT/CLEANLINESS:
Slamming of doors and shouting.
Swearing at service user.
Carer looking through personal paperwork. .
Insensitive to person with Dementia, upsetting them by saying: “Your Mother is dead”.
Continuing to send staff who were complained about.
Frequently leaving the cooker covered in oil on respite days. Frequently failing to begin or complete respite carer duties as per care plan.
Frequent ‘2 minute’ showers for an incontinent person.
Breaching statutory confidentiality code of practice procedure.
Not washing personal areas unless requested to do so.
Carer not checking on a vulnerable person for at least two hours because a carers face might be preoccupied with her phone most of the time.
COMMUNICATION / INCONSISTENCY:
Rightly so, you would be astounded to receive a reply from the manager such as “ha ha, can’t get the staff” or “if you don’t like it get another care company” if you raised an issue….
Dismissive attitude to concerns,
swears like a fish wife down the phone
Fail to respond to and resolve complaints and concerns.
Frequent non responses to emails and to ‘on-call’ number. Virtually no notification of late or early visits, more than one hour late or early.
Frequent shorter visits than specified.
Frequent Inconsistency of providing rota’s, despite requests. Change of visit hours without notice.
So many missed visits/calls.
Care plan may specifically specify that “the same chosen carer from formal care agency to provide Mon, Wed and Sat block of care” but almost everyday a different staff member than listed on the rota, if and when supplied, with no notification of the change. Up to three different staff members for one shift (sit-in.)
Fail to promote consistency of care (provide familiar faces of staff for respite days and calls).
DOCUMENTATION: Fail to document incorrectly administered medication.
Owner/manager purposely failed to document falls and attempted to conceal evidence of fall in a shower. She sneaked out of the house and then ordered the next carer to remove the care notes to prevent the husband from evidencing non-documentation.
Bullying a petite carer forcing her to shower a ‘risk of falling’ person alone, when it’s clearly documented should be 2 – 1.
Manager shouting and swearing like a hysterical fish wife at a service user because they raised concerns
Fail to complete body charts
Fail to follow up concerns. (including those raised by themselves). No accident report forms in Client Home File, no risk assessment forms in Client Home File
HEALTH AND SAFETY/INFECTION CONTROL; Frequently administer incorrect medication
Feed very pink uncooked chicken to a vulnerable person ? No other food with it.
Choking unnoticed, whilst carers sit outside on their phone (care plan may state “risk of choking” and supervision required when eating.
Frequently leave faeces on toilet seat when carrying out ‘personal care
Urine soaked pads on floor.
Cover urine soaked incontinence sheets under duvet
Ignore specialist O/T and Manual Handling advice
Owner/manager instructing one carer to carry out showering duties knowing full well that two must be present…
Carers Want Competence 