Woman still wants apology from Warminster care home

A WOMAN who complained that Warminster care home Henford House let her down by not informing her of a relative’s death says she will pursue its failings until she gets an apology.

Mary Bromhead, 93, died in November last year, but niece-in-law Susan Walter only found out six days later, when she went to visit.

Wiltshire Council investigated and found that Mrs Bromhead’s known wishes had been followed, but it was unreasonable that Mrs Walter – her only regular visitor – had not been told.

Mrs Walter, of Shrewton, near Salisbury, is now looking at taking her complaints to the Local Government Ombudsman and has written to her MP, John Glen.

She said: “Although I have had an apology from Barchester (the owners of the care home), I have not had anything from the home.” The council’s inquiry recommended Henford House update its end-of-life care plans.

A Barchester Healthcare spokesman said: “The draft report contained a number of recommendations, the majority of which are already standard practice. This situation was complex as it did not involve a next of kin relative.”

Comments (6)

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7:38pm Fri 27 Dec 13

devilstail says...

We live in a world where data protection exists for a reason. IMO the care home and staff did nothing wrong and carried out the requirements of the deceased and informed the Next of Kin. It should be the responsibility of the Next of Kin to inform. I bet there would be hell to pay if they had gone outside the rules and informed this individual.
As per usual the council show what spineless idiots they are by blaming the care home who have not broken any rules. I bet if I were to call them they would go scurrying of quoting data protection until it comes out their ying yang. As for the woman concerned I think she has shown her true colours, well done for wasting even more taxpayers money on a vendetta, where no one is at fault.
We live in a world where data protection exists for a reason. IMO the care home and staff did nothing wrong and carried out the requirements of the deceased and informed the Next of Kin. It should be the responsibility of the Next of Kin to inform. I bet there would be hell to pay if they had gone outside the rules and informed this individual. As per usual the council show what spineless idiots they are by blaming the care home who have not broken any rules. I bet if I were to call them they would go scurrying of quoting data protection until it comes out their ying yang. As for the woman concerned I think she has shown her true colours, well done for wasting even more taxpayers money on a vendetta, where no one is at fault. devilstail

10:22pm Fri 27 Dec 13

carer 123 says...

If you read it again it says the visitor who is complaining was the ladys only regular visitor. All care plans whether they are just care plans or end of life care plans should be updated and checked regularily then mistakes like the above wont happen . This type of thing happens in a lot of places. Care homes even the good ones need to be checked on a more regular basis without advance warnings. I wouldnt be impressed if i went to visit a relative to find out they had died 6 days previous. I doubt she will get the response she wants from the actual home, tgere is always someone where the byvk stops and its rarely eith the people who were responsible at the time
If you read it again it says the visitor who is complaining was the ladys only regular visitor. All care plans whether they are just care plans or end of life care plans should be updated and checked regularily then mistakes like the above wont happen . This type of thing happens in a lot of places. Care homes even the good ones need to be checked on a more regular basis without advance warnings. I wouldnt be impressed if i went to visit a relative to find out they had died 6 days previous. I doubt she will get the response she wants from the actual home, tgere is always someone where the byvk stops and its rarely eith the people who were responsible at the time carer 123

1:19pm Sat 28 Dec 13

redrum says...

This is just silly, as the above states there was no reason for the home not to think to inform this person about the death, what a horrible way to find out. Any good care home will have the initiative on admitting a patient with no immediate family, just to write in the end of life section if the patient has anyone they know that needs to be informed of their passing. Carer123 I only wish too there would be more inspections, unannounced and at weekends and nights, weekends especially. There is nothing to stop the home just giving an apology, Still this will be down to the manager and how passionate they are about putting things right in their opinion.
This is just silly, as the above states there was no reason for the home not to think to inform this person about the death, what a horrible way to find out. Any good care home will have the initiative on admitting a patient with no immediate family, just to write in the end of life section if the patient has anyone they know that needs to be informed of their passing. Carer123 I only wish too there would be more inspections, unannounced and at weekends and nights, weekends especially. There is nothing to stop the home just giving an apology, Still this will be down to the manager and how passionate they are about putting things right in their opinion. redrum

10:38am Tue 31 Dec 13

beetawix says...

redrum said,
Any good care home will have the initiative on admitting a patient with no immediate family, just to write in the end of life section if the patient has anyone they know that needs to be informed of their passing.

1.apart from this one, or are you suggesting that this is a bad care home?

2. end of life section? why doesn't anyone say death any more?
redrum said, Any good care home will have the initiative on admitting a patient with no immediate family, just to write in the end of life section if the patient has anyone they know that needs to be informed of their passing. 1.apart from this one, or are you suggesting that this is a bad care home? 2. end of life section? why doesn't anyone say death any more? beetawix

4:35pm Tue 31 Dec 13

redrum says...

Well Beetawax any care home manager has the duty of care to their patient in any situation. Two of the most important parts in a care plan are contact details, be it next of kin or friend, most care placements I have been in has the policy to ask who you want contacted in the event of illness, or death

Staff should also check if it is day and night the contacts are happy to be called. Also it is called end of life rather than death, if you look into things such as advanced care planning and the Liverpool Care Pathway it may give you more of an understanding why we use this saying .After all it is not just the death but about the care they wish to receive when coming to the end of life. It costs nothing to apologise after all?
Well Beetawax any care home manager has the duty of care to their patient in any situation. Two of the most important parts in a care plan are contact details, be it next of kin or friend, most care placements I have been in has the policy to ask who you want contacted in the event of illness, or death Staff should also check if it is day and night the contacts are happy to be called. Also it is called end of life rather than death, if you look into things such as advanced care planning and the Liverpool Care Pathway it may give you more of an understanding why we use this saying .After all it is not just the death but about the care they wish to receive when coming to the end of life. It costs nothing to apologise after all? redrum

9:45pm Wed 1 Jan 14

devilstail says...

So what you are saying is that there should be more unannounced inspections to catch out care homes, however this care home followed the procedures and informed the Next of Kin as per the residents wishes, however did not inform the regular visitor who was not the next of kin, if you read the original story. So they followed the rules and now you are saying they shouldn't despite all the recent publicity of poor care homes, who have not followed the rules.
If the regular visitor was that concerned about her relative why was she not caring for her at home, rather than shipping her off to a care home for others to be looked after by strangers on pittance of pay, with the constant spectre of red tape that CQC and the Authorities like to yield over these institutions.
So what you are saying is that there should be more unannounced inspections to catch out care homes, however this care home followed the procedures and informed the Next of Kin as per the residents wishes, however did not inform the regular visitor who was not the next of kin, if you read the original story. So they followed the rules and now you are saying they shouldn't despite all the recent publicity of poor care homes, who have not followed the rules. If the regular visitor was that concerned about her relative why was she not caring for her at home, rather than shipping her off to a care home for others to be looked after by strangers on pittance of pay, with the constant spectre of red tape that CQC and the Authorities like to yield over these institutions. devilstail

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