Stoke-on-Trent Care Home Placed in Special Measures After Inadequate CQC Rating

The Chimes Residential Home in Stoke-on-Trent has been rated inadequate by the Care Quality Commission (CQC) after inspectors identified concerns about resident safety, safeguarding, care standards and leadership.

The home, operated by Sonic Gold Limited, supports older people living with dementia, mental health conditions, physical disabilities and sensory impairments. Following inspections carried out in July and August, CQC found breaches of three regulations covering management, safe care and treatment, and safeguarding.

The regulator downgraded the home’s safety and leadership ratings from requires improvement to inadequate. Its effectiveness and caring ratings also fell from good to inadequate, while responsiveness dropped from good to requires improvement.

The home has been placed in special measures, meaning CQC will monitor it closely to assess whether sufficient improvements are made. The regulator has also begun further regulatory action, which the provider has the right to appeal.

CQC deputy director of adult social care in the West Midlands, Amanda Lyndon, said the inspection found that poor leadership had contributed to a culture in which concerns were not reported or acted upon, with consequences for residents and staff.

Inspectors found that safeguarding incidents were not consistently recorded or investigated. One person had bruising on both arms believed to have been caused by staff, but management could not provide documentation of the incident. Another person had sustained multiple injuries, including to the head and face, without evidence of an adequate review to establish how they occurred and prevent recurrence.

CQC also identified a serious incident involving a person experiencing self-harm and suicidal thoughts. The incident had not been properly escalated or investigated, leaving potential ligature risks in the person’s room unaddressed.

Further concerns involved decisions about residents with alcohol dependency, who were supported to consume alcohol daily without professional review or sufficient monitoring.

The regulator also reported that the home lacked sufficient staff to provide the required level of care, despite concerns being raised with management. Staff had not received adequate training in safely de-escalating aggression, and some said they felt unsafe at work.

Inspectors found that residents and relatives had not been sufficiently involved in developing or reviewing care plans. Staff interactions were often task-focused, with limited meaningful conversation, reassurance or personalised support.

Residents also experienced delays in receiving assistance, with some reporting waits of up to an hour or throughout the night. CQC found medicines were not always administered safely, including instances where medicines labelled as unsuitable for crushing were crushed and treatment continued without review despite changes in residents’ health.

The inspection also highlighted gaps in planning for people’s end-of-life wishes, including their care, treatment, spiritual needs and cultural preferences.

The physical environment had deteriorated, with damaged radiators, stained walls, exposed electrical sockets and rooms requiring redecoration.

CQC said it had made clear that immediate and substantial improvements were required. The regulator will continue monitoring The Chimes Residential Home to ensure residents are protected and the identified concerns are addressed.

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