A CARE home near York has been told for the seventh consecutive time that it needs to improve, following inspections by a watchdog.

The Care Quality Commission (CQC) has published a critical report about Lake and Orchard Residential and Nursing Home at Kelfield, which provides personal and nursing care for up to 90 people.

It said: “The provider had failed to make improvements and act on recommendations made by professionals following the last inspection.

“We met with the provider during this inspection to outline the improvements required and to seek assurances of their commitment to making improvements at this service.”

It said medicines were not managed safely due to shortfalls in administration arrangements and records, the home had not always been properly cleaned and maintained to prevent infection and care records did not always show checks had been completed.

It said feedback from relatives and observations showed there were times when people had to wait extended periods for support, for example with eating and drinking.

It said one relative told inspectors:, “I don’t know how long it would be before [person] was fed if I wasn’t here.”

“Another relative said: ‘I’ve been here and seen how stretched the staff are.”

It said the provider, Sanctuary Care (South West) Limited, had reviewed its staffing levels and agreed an overall increase in staffing levels.

The report said there were ‘widespread and significant’ shortfalls in service leadership, making it inadequate, with audits unreliable and not identifying shortfalls including with staffing, medicines, care records, risk management, safeguarding records and statutory notifications.

It also said staff morale was low due to staffing pressures and following manager changes, adding: “One staff member told us:’We’ve seen so many changes, this has a knock-on effect for staff.’ The new manager recognised this was a priority to be addressed.

The report said staff were motivated to provide caring support, with one saying: “I love interacting with people and to hear them laugh.”

Sheila O’Connor, director of operations at Sanctuary Care, which bought the home in 2017, said that while she disappointed with the report, she was confident significant progress had been made since the inspection took place early in 2020.

“We remain committed to delivering a service that is centred on our residents’ wellbeing and happiness, and our staff are working tirelessly to ensure everyone at the home receives the high standard of care they deserve,” she added.