The case of potential abuse that was witnessed by actors posing as residents who saw a resident being dragged to the toilet by a staff member who was holding the resident by one arm and using the other to talk on his mobile phone. Sadly it was not an isolated incident as on another occasion a resident was seen repeatedly being pushed down on the head and shoulder when they were trying to stand up.

In residentual care homes the allegations of possible abuse come at the same time as a BBC Panorama programme revealed systemic abuse of patients by staff in a home for vulnerable adults in Bristol. The owners of Winterbourne Care home, Castlebeck, have since apologised and suspended 13 employees while four people have been arrested and released on police bail. However, though not a care home for the elderly, it highlights the appalling treatment, which does take place on the more vulnerable members of society and how useful such campaigns are that bring these matters to the attention of the wider public, so that action can be taken to eradicate such behaviour.

The Which? report also highlighted the poor skills and communication apparent in three out of the four care homes visited. At one home an actor witnessed one female resident moaning in pain for over half an hour with staff too busy to attend to her and bring pain relief because they were on a handover. On another occasion at one of the homes one carer was witnessed feeding a resident and when the woman raised her hand so that she could swallow the food, the carer took her meal away.

The terrible treatment witnessed, while not isolated incidents, can however be contrasted by some very caring and decent treatment that was also reported on by the actors present. The same women who had her meal taken away, was being fed by a different carer the next day and was being treated in a caring, dignified way.

However, many other concerns were reported including a lack of activity in the homes. Despite one of the homes having a timetable on its wall to notify of the activities taking place that day, none of them did go ahead and it was noted that the last available inspection, which took place 18 months before the survey, did highlight the statutory requirement to provide activities yet too often none were provided. One of the actors reported being shocked to see residents having tables pushed tight in front of them so they were effectively unable to move.

There were also health and safety concerns at the homes, despite legislation imposing requirements on the homes. One of those visited had damp on a wall by one of the beds, while stained toilet seats and dirty bathroom sinks were also noticed. Another of the homes had two exposed wires in a bedroom, blocked fire escapes and dirty bathroom equipment.

Following the survey, Which? has said that it is discussing the findings with the Care Quality Commission (CQC) and Age UK to see how the concerns raised can be eradicated. One of the care homes investigated, the one where potential abuse was identified, has had its admissions suspended by the CQC which is to examine the best future option for current residents at the home.