Care Home Owned by The Bondcare Group in Ayrshire

Reply from H E, R M at Crossgate Care HomeThank you for your feedback. We regret your experience and would like to clarify a few points, as resident wellbeing is our top priority. A Podiatrist assessed the resident and the foot lesions were present before admission. Although dressings were applied, the resident removed them and resisted wearing footwear despite staff's encouragement. Staff do not use personal phones; the devices observed are for logging care and monitoring residents' wellbeing. Medical dressings are prescribed by a GP and not typically stocked by care homes. Any delays were part of the standard process, and we acted promptly. The 4-week review was arranged by Social Work, and we followed their guidance regarding family involvement. We aim for clear communication without medical jargon during reviews. We are committed to providing compassionate, high-quality care and are available to discuss any further concerns.

Reply from Heather Taylor, Home Manager at Crossgate Care HomeDear Tricia, we are sorry to hear you feel the overall standard of care at the care home was poor.
The instance of your mother receiving the wrong medication only happened on the first day, it was quickly noted and reported to all required. During the rest of her stay with us, your mother received correct medications as per the medical instructions, we are happy to provide you with the copy of the MAR Chart upon request. We are sorry that some of the clothing went missing, we located the two items that you specifically wished us to return and you collected them.
We would like to assure you that creating a safe and clean environment for all of the residents is of the utmost importance to us. We hired a new domestic supervisor and for the past 4 weeks there have been no cleanliness issues reported.
We would like to assure you that the issues you encountered are rare at our care home and we would love to see you at the home again in the future shall your mother require respite care.