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Abuse and Neglect Revealed at Bupa Specialist Dementia Care Home in Chester

Posted on June 23rd 2017

bupa care home hoole

Channel 4’s investigative programme ‘Dispatches’ has revealed breaches of care, abuse, and neglect at Bupa’s Crawford’s Walk Care Home on Lightfoot Street in Hoole.

The nursing care home houses 128 residents and provides both nursing and specialist dementia care. The programme, which aired Monday 18th June, showed undercover footage. An investigative journalist captured the footage whilst working undercover as a part of the care home team.

Sadly, the programme showed distressing negligence. This included:


  • Residents being allowed to wander outside at night.
  • Residents accessing medication unsupervised.
  • A staff member shouting at a distressed, elderly resident.
  • An elderly man being left in urine-soaked clothes for over an hour. This left him at risk of skin burns and ammonia infection.
  • A lack of incontinence pads, which led to one member of staff re-using the same pad on a resident.

Consequently, Lizanne Devonport from Unison North West Regional Organised stated;

Bupa makes £700 million in profit, and promotes itself as a quality organisation, but our experience is that Bupa is amongst the worst residential care providers that we encounter.

In response to the C4 programme, Bupa claimed that the incidents recorded by C4 Dispatches were “isolated.” Furthermore, they deny some of the allegations.

However, this is not the first time the Chester nursing care home has come under fire for its poor standards of care.

The home’s most recent inspection by the Care Quality Commission (CQC) in September 2016 was particularly critical. The CQC rate care homes on how safe, effective, caring, responsive and well-led they are. Overall, it rated the home as ‘inadequate,’ the lowest rating they provide. All areas of inspection required improvement.

Perhaps most concerning is that patient safety was inadequate. The report concluded that: “The service was not safe. Insufficient checks were completed on pressure relieving equipment. Staffing levels on Watergate unit were not safe. People [are] not protected from the risk of harm. Staff knowledge and understanding of fire safety and emergency evacuation procedures was poor.”

You can read the report yourself here.

How can we help?

Those housed in nursing care homes are often vulnerable. They rely on care home staff to protect them from harm. Despite this, every year we claim compensation for clients who have suffered from pressure sores or fallen and injured themselves due to the negligence of nursing staff in nursing care homes. If you think you may have a compensation claim please contact us on 01244 354688. You can also fill in our contact form here.

Call and speak to a lawyer on 01244 312306