Family of woman, 92, left for 12 hours before death in call for accountability

THE FAMILY of a 92-year-old who died after a 12-hour wait for treatment for a fractured hip say there should be more accountability over the care of the elderly.

Despite Dorothy Ward complaining of pain in her right side after falling out of bed at the Newgrove House Care Home in New Waltham in the early hours of last March 29, staff decided not to seek medical advice.

It was nearly nine hours before an ambulance was called and more than three for it to arrive, as the ambulance service assumed the case was non-urgent. Mrs Ward, who had dementia, died on April 1. Daughter Vanessa Norton said: “Her last words to us were: ‘Help me’ which was very difficult and shocking. She was a good person, a gentle lady and didn’t deserve an end like that.”

An internal investigation began, but two staff members, who had been suspended, failed to attend meetings. Both got warnings, one final, while a third member of staff, the team leader, was referred to the Disclosure and Barring Service.

Mrs Ward’s son went to a meeting with a regional manager on May 17 and was told there was no excuse for not following proper procedures. He was shown posters which said staff should call for an ambulance immediately if a resident was in pain after a fall.

Mrs Norton said: “Their policies were plastered all over the wall. The one thing they should have done, they didn’t and it left us feeling angry and bewildered.”

She added: “People responsible should be answerable and face more severe consequences for their lack of action in these cases. If you were a childminder and a child gets hurt in your care, you are responsible.”

The family decided not to pursue a claim after taking legal advice from Bridge McFarland Solicitors.

The home was rated “inadequate” last July and after the CQC inspection, the registered manager stood down. Caroline Whelpton, who became registered manager last August, said “vast improvements” had been made.