Safeguarding probe launched after veteran disabled activist reports ‘terrifying’ care home experience

A veteran activist, who has spent her life campaigning for disability rights, has called on the government to fix the “rotten to the core” social care system, after experiencing “terrifying” treatment during a short stay in a care home.

Rachel Hurst, now 86, is hoping to give evidence about her experience to Baroness Casey’s social care commission, which has been set up by the government to examine the crisis in adult social care.

For 12 days last month as a temporary resident at Miranda House in Royal Wootton Bassett, she says she was frequently left in wet and soiled pads – sometimes all day – and had to remind staff to bring her the medication she needed to take every morning.

Sheets were not changed, she was left in bed for hours at a time during the day, there was little communication from staff, some of whom were “rude” and uncaring, she says, and the home did not have the hoist needed to allow her to use the toilet safely, while there was no monitoring of her fluid intake.

She said the care provided was “dire”, even though the home itself was clean and her room was mainly well-equipped, and she was left with an infection which she believes was caused by the failure to change her pads.

Wiltshire Council has now launched a safeguarding investigation into her experience at the home.

Miranda House is owned and run by Aria Care Group, which operates more than 60 homes across England, Scotland and Jersey.

Hurst (pictured) is a former director of the international disability rights network Disability Awareness in Action (DAA) and former vice-chair of Disabled Peoples’ International, and she was heavily involved in lobbying the United Nations (UN) for nearly 20 years to introduce a disability rights convention, receiving letters from disabled people all over the world about her campaign, which she shared with the UN.

The UN Convention on the Rights of Persons with Disabilities was eventually adopted in 2006 and entered into force in 2008.

A former chair of the British Council of Disabled People and Greenwich Association of Disabled People in the 1980s, she has fought for disabled people’s rights throughout her adult life.

She has always been known as a forthright, formidable, and charismatic campaigner – she once heckled prime minister Tony Blair at an event in 10 Downing Street – and says she now wants to use her final years to highlight the appalling state of social care.

She spent 12 days in the care home while her support needs were being assessed.

Hurst, who was awarded a CBE in 2008, said: “I felt impotent and lonely and depressed. It was terrible.”

She said she contacted Disability News Service (DNS) about her “dreadful” and “terrifying” experience because she wanted to publicise the impact of the social care crisis on disabled people who rely on care and support.

Hurst, who nearly died last Christmas from sepsis, pneumonia and flu, told DNS: “I am very angry; the whole of the social care system is engineered to discriminate.

“I am hoping you will write a story, but I want to make sure it gets to people who will then do something.

“This must get on the radio or television, so people begin to talk about the treatment of disabled people.

“I don’t care about me anymore, but I do care about other disabled people.

“I don’t want something done about my situation, I want something done about social care, even if it’s the last thing I do.

“I want people to understand how terrible things are. The discrimination against us is quite unbelievable.

“I travelled the world visiting residential homes, but I am shocked that in Britain today we are treating people in the way we are in these homes and in social care and in our own homes.”

She is now living back at home in Wiltshire, but still relies on 24-hour care, with her health and care needs funded by an NHS Continuing Healthcare package from Bath and North East Somerset, Swindon and Wiltshire Integrated Care Board.

The family’s concerns have been passed on by the care board to Wiltshire Council.

Cllr Gordon King, the council’s cabinet member for adult social care, said: “Everyone has the right to expect the highest standards of care and support when staying in a care home.

“When concerns are raised and we are made aware, Wiltshire Council will carry out a safeguarding investigation and support a thorough review of the issues.

“We have initiated a safeguarding investigation based on the information that has been shared.

“Where care is funded by health services, the integrated care board and Wiltshire Council work closely together to respond to concerns, ensuring they are properly addressed and that the individual raising them is kept informed throughout the process.”

A spokesperson for Miranda House said: “There is nothing more important to us than the health and wellbeing of the people in our home.

“While we were sorry to receive this feedback from Ms Hurst, her account differs to our records and is in stark contrast to the typical positive comments we receive from residents and their loved ones.

“The home has a 9.5 rating on the independent comparison website carehome.co.uk and is often complimented for our caring and supportive staff team.

“Throughout her 12 days in our home, we had been in close communication with NHS Bath and North East Somerset, Swindon and Wiltshire Integrated Care Board, who organised Ms Hurst’s care.

“We are confident our team did everything they could to respond to her unique needs with compassionate care.”

Bath and North East Somerset, Swindon and Wiltshire Integrated Care Board refused to comment directly on the complaint made by Rachel Hurst due to patient confidentiality, even though she had made it clear she was happy for DNS to report her case and for the board to discuss it with DNS.

Instead, it released the following statement: “As commissioners of local health and care services, we expect our provider partners – including those outside of the NHS, such as care home residences – to maintain the highest possible standards, and to treat all patients with kindness, dignity and respect.

“Where care falls below the expectations of patients and their families, we will investigate and work alongside providers to implement tangible improvements which not only benefit the individual, but also prevent similar situations from occurring.

“We strongly encourage any patients who have concerns about their care to reach out to us through our Patient Advice and Liaison Team as early as possible so that we can step in and take action without delay.”

Picture by Kate Light

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