Lack of care in home for mental health

Newly_retired

Not sure where to post this but will start here, prompted by the thread on Margaret Hayward.
A relative of mine lives permanently in a care home for people with long term mental health problems, though currently she is of very sound mind indeed. Last night the carer had not given her her medication so at about 10.30pm she went over to the main house and asked for it. The carer said "Oh I thought you were out". She was in fact in all evening as she was physically unwell. A quick check would have revealed this. This is negligence.
Today my relative asked the carers to make a GP appointment for her. At tea time she asked if one had been made and was told the surgery had closed early. ( Really ? )
Clearly my relative is not getting the care she needs. Now she is not paying for it herself. It is paid for by the NHS.
I wonder who she can complain to. Actually she is not likely to complain as this is part of her condition, that she will acquiesce. I am not next of kin so it is not my place to interfere but I am concerned for her health and also that NHS money is not in fact purchasing the care it is paying for.

mumoftwins

I have just started work for the NHS at a specialist unit for elderly mental health so don't have a lot of experience but maybe this will help?

A lot of our patients come from Care Homes for assessment.

Whilst in the Care Home they seem to also be under the care of the Community Mental Health Team, so could you find out if she has an assigned CPN (Community Psychiatric Nurse) and/or Social Worker? She should have some paperwork confirming these details, if not ring the local CMHT and see if they can help.

purple12

You can complain to the CQC (Care Quality Commission) and you don't need to be a next of kin or anything related. In fact, I'd very much recommend doing so as they are the regulators of care homes and are happy to take complaints, even anonymous ones (I've done that a few times myself actually).

If she has been placed by the local authority, there will be a social worker or social work team allocated who would be able to pick up on complaints, but it's as good to inform the CQC too.

Newly_retired

Thank you purple12 and mumoftwins for your replies and ideas. Yes, she does have a CPN though he doesn't seem to see her very often. I think I will inform her daughter and see what she wants to do.

Newly_retired

My relative has still not got an appointment with her GP. She has asked but been told by the manager she has been too busy. Her daughter doesn't seem surprised.

mumps

I agree with purple12 CQC are the people to report this to. Just a thought though, I work in management in a group that cares for people with severe mental health problems. One of the issues that can occur is that clients want carers to do something, like arrange a Drs appointment. As part of their care plan the staff may need to encourage them to take more control of their lives so decline to do it for them. They would obviously be expected to encourage or enable the client to do it themselves but sometimes a client will take exception to this and complain to relatives that the carers aren't looking after them.

If this happened to be what is happening in this case, and obviously I have no way of knowing one way or the other, it won't hurt to report it as the Inspector can have a look at the situation and make a judgement. No one minds genuine concerns, if a relative raises a concern with me or a CQC Inspector comes to me with an issue I will happily investigate or explain what is happening, as in the example I used. Please don't leave it, the medication error is something we would take very seriously, as CQC would. It is better to raise it and be reassured. Good luck with it.

joolsybools

Is there a complaints policy at the care home? There should be. Ask for a copy. Also try to find out who the managers manager is.

Newly_retired

Yes there is a complaints policy. Actually I do not vist very often, about 4 times a year so it is hard for me to get involved beyond keeping the daughter informed. She thinks there is possibly more to it than meets the eye, so I am leaving it to her to take further.
But thanks to all who have given me useful pointers.