Warnings of failing home care 'ignored', says union

Warnings that NHS home care in parts of the Highlands was over-stretched and failing were ignored for years before watchdogs stepped in, according to a union.

The GMB said workers repeatedly warned Sutherland Care at Home Service managers that visits were being missed or cut short due to "understaffing and unrealistic schedules".

Last month, the Care Inspectorate highlighted "serious and significant concerns" and said it could be closed down without immediate improvement.

NHS Highland said it would work closely with staff to put actions in place as soon as possible, adding that it had begun an investigation.

Care at Home offers support to people who find it difficult to manage daily routines.

Lesley-Anne MacAskill, GMB Scotland organiser in the Highlands, said staff had welcomed the Care Inspectorate report.

She said: "They repeatedly warned the service was understaffed, repeatedly warned their visit schedules were unrealistic, and repeatedly warned management were failing to properly communicate with staff, service users and their families.

"Every one of these warnings were ignored and the failure to respond put both staff and service users at risk."

She added: "It is regrettable that it needs the intervention of the Care Inspectorate to make NHS Highland listen."

Ms MacAskill said the criticism of the service had distressed care workers.

In their report, inspectors acknowledged it was a "difficult and distressing time" for staff at the Sutherland service, but added that their first priority was always the health and wellbeing of care users.

The Care Inspectorate issued an improvement notice calling for "safe and compassionate care and treatment" by a deadline of 25 May.

The regulator stressed that this included support with medication, help with skin health and mobility assistance.

Inspectors also said service users needed to be kept safe and healthy by ensuring that medication was "handled and administered correctly".

Steps to ensure effective governance is in place to monitor the quality of care were also requested.

The Care Inspectorate said that "failure to demonstrate compliance" with the improvements could lead to the service's registration being cancelled.

NHS Highland said the watchdog had highlighted a number of areas for improvement.

Pamela Stott, chief officer for adult social care, said: "We recognise this may cause anxiety for service users, their families and our staff.

"We have developed an action plan to ensure the recommendations outlined in the Improvement Notice are implemented as quickly as possible."

NHS Highland said a review process called a Large Scale Investigation (LSI) had formally started.

Ms Stott said: "We are contacting service users, families and staff to provide support and guidance, including a direct contact from within our local social work teams.

"We are sorry for any inconvenience this may cause, and we want to reassure the local community we are working to address these concerns as soon as we can."