Complaints about Lynde House upheld

A nursing home owned by the high-profile independent provider
Westminster Health Care has been criticised for insufficient
staffing levels and inadequate standards of cleanliness after an
independent investigation.

The investigation into Lynde House, in Twickenham, London, was
commissioned last year as a result of concerns raised by relatives
of people cared for at the home.

The report states that at times there were not enough staff, that
inadequately trained staff were allowed to carry out procedures
such as ear syringing and administering medicines, and that
housekeeping and cleanliness standards were not maintained.

Concerns were also raised about the complaints procedure and the
“poor and inadequate” supply of equipment.

Other criticisms refer to residents not being quickly referred to
GPs, call bells being out of reach, and food being left on the
lockers of residents unable to feed themselves.

Kingston and Richmond Health Authority is also criticised for
failing to implement a robust complaints system or recognise
deficiencies during routine visits and inspections.

Westminster Health Care said the report was “in many places
inaccurate” and dismissed some of its conclusions as “simply

It claimed staff numbers and equipment levels were sufficient, and
that every complaint received a response.

“We accept that there were some concerns regarding the care we have
provided to some of our residents,” said chief executive Tony
Heywood. “In every case we have done our best to put matters

He added that recent inspections by the National Care Standards
Commission had found the home to be “well run”.

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