You are here

CQC warns Chartbeech Limited that it is failing to protect the safety and welfare of people

28 July 2011
Hay House Nursing Home
Chartbeech Ltd
  • Care homes with nursing

28 July 2011

Regulator demands immediate improvement at Hay House Nursing Home.

The Care Quality Commission (CQC) has issued a formal warning to Chartbeech Limited that it must make urgent improvements to standards of care at Hay House Nursing Home or face further action.

The warning follows an unannounced visit by inspectors to Hay House Nursing Home at Broadclyst, in Exeter on 27 June to follow up a previous review of compliance in October 2010 when they found that improvements were needed.

In the most recent review, CQC inspectors found that improvements in relation to ensuring that people are treated with respect and dignity, and in relation to hygiene and infection control have not been made.

During the visit, inspectors saw that people were not offered the opportunity to see their doctor in private and they heard people’s health problems being discussed in a communal area. People’s personal care needs were not always attended to after eating and staff did not always knock loudly enough on bedroom doors before entering so that the occupant could hear. People were sometimes ignored and had their activities disrupted without explanation or apology.

Inspectors found soiled mattresses being used, a used and offensively smelling commode in a bedroom and hand washing liquid that appeared to have mould growing in it.

CQC has issued two warning notices to Hay House Nursing Home requiring them to take action by 1 August 2011 to meet the regulatory requirements. If this is not achieved further enforcement action may be taken.

Ian Biggs, Regional Director of CQC in the South West region, said: "The law says that these are the standards that everyone should be able to expect. Providers have a duty to ensure they are compliant.

“This warning sends a clear and public message that Chartbeech Limited needs to address this issue as a matter of urgency or face serious consequences.

“Our inspectors will return to Hay House Nursing Home in the near future and if we find that Chartbeech Limited is not making the required progress we won’t hesitate to use our legal powers to protect the people who live there."


For further information please contact the CQC press office on 020 7448 9401 or out of hours on 07917 232 143.

Notes to editors

CQC has issued two warning notices to Hay House Nursing Home requiring them to take action by 1 August 2011 to meet two regulations:

  • Regulation 17, Health and Social Care Act (Regulated Activities) Regulations 2009, (Outcome 1) Respecting and involving people who use services.
  • Regulation 12, Health and Social Care Act (Regulated Activities) Regulations 2009, (Outcome 8) Cleanliness and infection control.

A deadline of 29 July 2011 has been given for improvement. If this deadline is not met, CQC has a range of enforcement powers which include restricting the services that a provider can offer or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.