FEARS over abuse and neglect against a care home resident in Stoke Heath were overlooked despite repeated concerns which were later proven, a watchdog has found.

Heathbrook House Nursing Home has been rapped for taking a ‘reactive approach’ to investigating allegations of abuse against a female resident, who has not been named, in her 60s.

Worcestershire County Council and Redditch and Bromsgrove Clinical Commissioning Group (CCG) also failed to safeguard the victim when the claims were raised by her husband, who also cannot be identified.

A report by the Parliamentary and Health Service Ombudsman highlighted ‘clear failings in both the home’s reporting and the council’s initial considerations’ to the concerns.

Yet after two independent investigations – in which the victim’s husband presented images and audio recordings to back his claims – it was found ‘many allegations were proven’.

As a result, one member of staff was dismissed and all three organisations have been ordered to implement recommendations to improve.

Concerns were first raised to the home and CCG by the victim's husband. His wife is unable to mobilise independently or communicate verbally.

The CCG launched an investigation into the claims after writing to the husband admitting a ‘failure to follow safeguarding procedures’.

The investigation found ‘several instances’ where the complainant raised safeguarding concerns ‘but the home did not appear to have taken any action’.

Images were also provided to support his claims, but the CCG investigating officer dismissed them due to poor image quality.

Over the following two years, the complainant provided copies of approximately 50 recordings which he claimed proved his allegations of neglect.

As a result, one member of staff was dismissed, and a second council investigation was launched which ‘upheld many of the allegations as substantiated’.

It found ‘the home took a reactive approach to investigating allegations’ while all three organisations ‘missed an opportunity to investigate concerns at an early stage’.

Now an Ombudsman report has called for the implementation of recommendations, including improving large-scale safeguarding investigations and improved training.

All three organisations have been given a month to spell out their changes following the incident, which took place more than five years ago. 

A Bupa spokesperson said: “In 2015 we appointed a new management team to make a number of improvements in the home, this includes further training in safeguarding, handling and lifting, and we’ve recruited new employees.  

"As a result of our continuous improvements, the home was named one of the top 20 care homes in the Midlands this year, as voted by the community.  

"The management team is still in place and working with our residents and their relatives to raise the standards at the home further.” 

Richard Keble, assistant director of adult services at Worcestershire County Council, said: "Worcestershire County Council supports some of the most vulnerable people in society and their safety along with their health and well-being is our number one priority.

"We are always looking to improve the quality of the services we provide.  Since 2012 we have made substantial changes to our arrangements for safeguarding due to the implementation of the Care Act 2014.

"The Council has quality assurance processes in place to monitor progress against any improvement plans and to ensure that all actions are duly completed.

"We don't comment on individual cases."

A spokesman for NHS Redditch and Bromsgrove Clinical Commissioning Group added: “Individuals living within care homes are some of the most vulnerable in our local communities. 

“Since the three Worcestershire Clinical Commissioning Groups were formed in 2013, the monitoring of care quality within care homes has been a key priority.

“We continue to work in close partnership with local GPs, Worcestershire County Council and the regulator, the Care Quality Commission, to ensure information is shared and concerns are promptly acted upon.”