Blackwater Mill: Isle of Wight care home responds to criticism

The County Press put relative's comments and the Care Quality Commission's report to home bosses after it was rated as ‘inadequate’.

Now the care home has sought to reassure its residents, their families and the Island community.
It says many of the issues highlighted in the report, based on an inspection more than six months ago, have already been addressed.

Read more: Isle of Wight care home put residents at risk of harm says CQC

Its parent company, Buckland Care, based in Dorset, said recent feedback from healthcare professionals has been "increasingly positive", reflecting improvements made at Blackwater Mill.

The picturesque setting of Blackwater Mill (Image: Buckland Care) Buckland Care say it is confident that new manager Natalie Fielding, who has extensive experience in care home management, will help Blackwater Mill continue to build on recent improvements.

The company adds it is also working closely with the Isle of Wight Council, to ensure necessary improvements are made "effectively and promptly".

Buckland Care has also pledged to focus on "creating a supportive environment, where residents are treated with dignity and respect", amid the CQC's highly critical report.

Two weeks ago, the Care Quality Commission (CQC) published its damning findings following an inspection made at Blackwater Mill earlier this year. Failings reported by the CQC has led to the home being put in special measures.

Since then, the County Press has been speaking to those affected, from relatives of residents, to former staff members, in a special investigation.

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Blackwater Mill is one of 11 care establishments owned by Buckland Care.

Other than one in Devon deemed to "require improvement", the other nine all hold "good" CQC ratings. 

The County Press presented the company with a long list of complaints made by families of residents who stayed at Blackwater Mill and staff who once worked there, over a period lasting almost five years up until October 5.

Complaints alleged against Blackwater Mill ranged from substandard levels of cleanliness and foul odours of excrement, staff's apparent lack of dementia training and residents' dietary requirements not met, to those of poor communication with families, cold rooms, residents left unsupervised at mealtimes and to sit in soiled clothing for extended periods.

The company has stressed specific concerns raised in the CQC report have been addressed. 

Residents reportedly left unclean and unkempt, has been prioritised, with senior staff now carrying out daily walkarounds, to ensure hygiene and appearance are maintained.

Welfare checks for residents in their rooms are now a regular responsibility for all staff members, while strict protocols are being followed to ensure dietary requirements are now being observed, with detailed records of dietary preferences maintained and shared with the catering team.

An 'open-door' policy has now also been implemented at Blackwater Mill, to ensure family members and visitors are met with understanding and solutions.

Staff have undergone comprehensive dementia care training, to understand residents’ needs better, while the home's management has reiterated its zero-tolerance policy towards 'inappropriate behaviour', with no such incidents observed since the new manager was appointed.

The home closely monitors food and fluid intake, with no recent cases of malnutrition reported, it said.

A recent deep clean of communal areas was conducted to address the smell of excrement in the home, and the 'dining experience' has been prioritised, with staff present during mealtimes to assist residents and prevent incidents.

Regular communication with families has also been a focus, with a residents and relatives meeting held on October 17, together with a Meet the Manager event scheduled for November 16.

New manager, Natalie, said: "Since joining the Blackwater Mill team, I’ve been heartened by the dedication of our staff and the warmth of our residents.

"We’re working hard to make Blackwater Mill a place that feels like home, where everyone feels valued, respected and cared for.

"I’m excited about the positive changes we’ve already made, and I look forward to welcoming the community to come and see the improvements for themselves."