Elderholmes Timeline of complaints

My wife Doreen is in a state of low awareness following an emergency brain operation in 1999. I am appointed as
her Deputy by the Court of Protection. You can read Doreens Story at www.scribd.com/doc/230217688/Doreen-s-
Story. The NHS decided on funded continuing health care at Elderholme Nursing Home and Doreen moved there in
October 2000. I spend at least six hours per day with my wife and have been fully involved in caring for her after
training by the NHS in hospital. My involvement in my wifes care created no real problems until a new matron
arrived in 2008.In 2011 my wifes MP made a complaint to the Nursing and Midwifery Council (NMC) on my
wifes behalf, about concerns matron/manager at Elderholme, or nurses under her control and management, had not
acted in my wifes best interests. Elderholme categorically refuted everything and the NMC accepted their
repudiation and declined to investigate further. The matron made a complaint to her employers that she felt
victimised by my involvement in the NMC complaint and evicted my wife from her home of eleven years.

Afterwards I asked the NHS and Social Services to investigate the circumstances of the eviction. Elderholme
refused to co-operate other than refuting everything. NHS and DASS reports concluded that, under the contract of
care, Elderholme were not allowed to evict Doreen for something which they perceived I had done as I was not a
party to the contract. Whilst the care plans for my wife reflected her care needs, the daily charts did not reflect that
the care had been consistently managed. The NHS investigations also concluded that Elderholme had failed to
deliver the care package as prescribed by the NHS and from the GPs perspective presented a risk to Doreens
safety. Clinical care was compromised and fell below expected standards. The NHS and DASS have both apologised
for failing to follow expected standards in respect of their responsibilities in relation to my wife. Both concluded
that neither party had followed their own policies and guidelines to rectify the failure by Elderholme to meet
expected standards of care. I accepted the apologies and considered the matter closed.

The full complaint process can be seen at www.scribd.com/doc/234508123/Complaint-Process. You can read the
NHS Clinical Investigation Report at www.scribd.com/doc/226717371/NHS-Clinical-Report and the Final Report
at www.scribd.com/doc/226717601/NHS-CCG-Final-Report.

All along Elderholme have refused to co-operate with the NHS investigation. It wasnt until over twelve months
after these reports were completed and published that Elderholme disputed the findings, claiming that they had not
been involved prior to publication, and presenting new evidence. Part of this evidence was a list of complaints
which Elderholme claimed that I had made in the eleven years that we were there. They were trying to discredit me
and the NHS investigation by saying that I was a vexatious complainant even before the present matron started.
However the complaint to the NMC was not about the standard of care but about the unexplained actions of the
matron. These were:

a) After I had mentioned to nurses that they were not giving my wife the amount of water specified by the dietician,
an RGN from Elderholme asked the NHS Dietetic Service to lower my wifes water input stating that she was
concerned that Doreen was passing too much urine. I asked several nurses for information about the problem but
everyone denied having made the call to the dietician and there was no record made of a urine problem. I was left to
assume that Elderholme had asked for the reduction purely in response to my comment that they were not giving
enough water. There was no urine problem therefore Elderholme had given incorrect information to the Dietician.

b) A nurse complained that he felt victimised by my questions and in order to support his complaint the matron
asked the GP to restrict my involvement in my wifes care . In order to achieve this the matron gave the GP
information that was not true and if he had of believed her would have been detrimental to my wifes care. During
this conversation the matron was aggressive towards me in the GPs presence.

c) The care plan called for my wife to receive hourly recorded checks. When I mentioned that these checks were not
happening the page calling for the checks in the care plan was removed and destroyed without any reason for such
action being recorded.My wife is an NHS funded Continuing Health Care patient and therefore the National
Framework for Continuing Health Care Commissioning, Care Planning and Case Management applies. Any
change of a care plan has to be agreed with all parties including relatives and not altered without consultation and
agreement and carried out in accordance with NHS own published policies. Care plan amendments have to be
approved by the NHS Review Officer, otherwise, as the Independent Review reports, how could the NHS be assured
that the agreed care was being provided. Furthermore under the NMC code of conduct 44 a nurse must not tamper
with original records in any way.

d) The final straw was when the matron told me that a Do Not Attempt Resuscitation (DNAR) authority had been
signed in respect of my wife even though I had told her verbally and in an Advance Care Plan that I did not agree
with the signing of a DNAR. Signing this form without the agreement of the person or their representative is a
breach of Section 8 of the Human Rights Act.

In the Social Services Inspection Report of 2011 the matron claimed that they had only five complaints between
August 2008 and February 2011.They list the dates and log numbers 1 to 5. None of those dates correspond to any
of the complaints now detailed in their response. Why have they not entered any of my complaints in their log?
Either the timeline is incorrect or the Inspectors were give incorrect information. The Timeline in Elderholmes
new evidence was not based on properly conducted investigations.
 Elderholmes Timeline of Complaints

NHS Report: Mr Beddows first raised concerns in 2008 regarding the care provided to Mrs D Beddows at
Elderholme Care Home which were resolved at the time. Mr Beddows raised further concerns with the home in
2009 and via a formal complaint with Wirral PCT in 2011 that remain unresolved.

Elderholme: This first paragraph is factually in error.Elderholme received 11 written complaints

from Mr Beddows and many more verbal complaints before the current Matron took up her duties
in August 2008.
Please see timeline below.
LB :CQC standards call for the recording of verbal complaints. If there is no record then there were no verbal
complaints. The NHS investigations only cover the period 2008 to 2011 when Doreen Beddows care was the
responsibility of the present matron / manager. If many more verbal complaints were made before she arrived
how does she know that? As an independent provider to the NHS Elderholme are required to follow the Local
Authority Social Services and National Health Services Complaints (England) Regulations, Elderholme admit
that they have not treated my complaints according to their own policies but have now put together a timeline
as they call it. This cannot be considered as a true record as there are few acknowledgments or resolution letters
from Elderholme. I have detailed responses to their timeline and added further details as follows:

27th September 2011

Timeline Mr Beddows
1)
13 October 2000 Mrs Beddows admitted in persistent vegetative state.
LB: This cannot be counted as a complaint

2)
30 August 2001 Written complaint about security
LB: This was not a complaint but a request for the front door security number which had just been changed. I
received a reply giving me the number.

3)
12 October 2006 Written complaint about standard of care and shortage and deployment of staff
LB: This was in response to a questionnaire sent out by the Home. I pointed out that three staff were no longer
being provided to transfer Doreen as called for in the care plan because they were short of staff due to opening of
an extension without taking on extra staff.

4)
3 December 2006 Written complaint about staff shortages. How Elderholme organises its finances. Advice
on fundraising. Shift patterns.
LB: This letter was in reply to one from Elderholme following a relatives meeting and discussed matters arising
from the meeting. I acted a secretary and took the minutes at such meetings and we put forward ideas to raise
funds and suggestions for improvements.

5)
12th December 2006 Written complaint female carers only as wife who is in persistent vegetative state will
be embarrassed by attendance by male staff. Accusation his wife is being left without care on purpose.
LB:Response to a meeting called by the matron to review care. My wifes care plan called for female only carers
for intimate care.Elderholme held a meeting for relatives and there were many complaints about lack of staff.
One male carer shouted out to the meeting that the reason my wife was left in bed was because I insisted on no
men. My complaint was that he should not have been discussing my wifes care needs at a public meeting.I
received no reply.

6)
21st December 2006 Written complaint about 15 months of complaints. Lack of care shortage of staff .
LB:This was a reply to a letter from Elderholme director Mr Woods who asked if he could have details of any
reservations about care as they hoped to improve.The matron replied on 12 th January thanking me for my
support.

7)
28th September 2007 Written complaint about care and form filled in
LB: A letter from the hospital arranging for Doreen to have a procedure to her PEG feed tube under anaesthetic
was not passed on to me. It was an error and no such operation was needed. This only came to light when I
accompanied Doreen to the pre op clinic.Elderholme apologised and promised to ensure correspondence is
passed on to relatives.
LB: Omitted from timeline; 27th December 2007 letter from Elderholme to LBwill allow the opportunity to improve
communication of the nursing department and encourage a more knowledgeable base of Doreens care needs. Chris
Whiteside matron.

8)
18th February 2008 Written complaint form filled in shortage of staff and instructing us what consumables to
use
LB:Shortage of staff meant that there were not enough on duty to transfer Doreen or turn her on eleven
occasions in the previous month. There was also a shortage of inco sheets and no pads during a period when
Doreens bowel movements were loose. Elderholme replied on 4 th March saying they were short staffed due to
sickness and they would obtain a review of continence needs. Complaint upheld.

9)
6th March 2008 Written complaint form filled in shortage of staff and instructing us what consumables
to use
LB: Reply to letter fromElderholme. This was to correct a misunderstanding over the type of pad that Doreen had
been prescribed referred to in Elderholmes letter of 4 th March and to correct the Homes statement in that letter
that I had agreed to a reduction of staff for transfers .I had not done so. Complaint upheld.

10)
11th March 2008 Written complaint about closing the Home to visitors on advice from CSCI and local
authority. Mention that he enquires about moving his wife to another home.
LB: The letter of March 11th 2008 refers to Elderholme having closed the Home to visitors because of a cdif
outbreak. It was our Ruby Wedding anniversary and I telephoned the Home and asked them if they could bring
Doreen (who was not affected by the outbreak) out side on that day so I could see her.They refused and said it
would be another week before the closure was lifted. I contacted the Long Term Care Team and spoke to them
about moving my wife to another home that was not infected as I knew she would be fretting. They told me to
speak to CSCI and Infection Control.I spoke to CSCI and they said that they had not been advised of an
outbreak. They gave me a number to ring. I spoke to Julie Sarong, Infection Officer, and she told me that it was
a cornerstone of Health policy that nursing homes are NOT closed during an infection as the trauma caused to
patients in not seeing their relatives was often worse that the risk from infection. The Officer telephoned the
Home and told them to reopen it to visitors. CSCI and the local authority had NOT told the home to close to
visitors the Home said in their response to me that no one had told them not to close!

LB: Omitted from timeline; 10th April 2008 Letter from Elderholme to LB:I am writing to invite you to discuss your wifes
care at Elderholme Chris Whiteside matron.

11)
16th May 2008 Written complaint about care and accusations Elderholme is discriminating against his
wife
LB: This letter was in response to a letter from the Matron dated 10 th April asking me to comment on Doreens
care at Elderholme.There were compliments as well as observations.One of the concerns was that Doreen was
not been turned during the night as per the care plan between 2am and ten am,meaning she could be wet for
such a long time or her peg feed could have been disconnected or blocked. During a recent CSCI inspection the
report showed concern that residents could not use the nurse call system in many parts of the Home. Elderholme
installed an expensive call system connected to a computer and with portable call buttons.Some residents had
been put on 30 minute watches because they could not use the alarms.I asked why this had not been done for
Doreen was it discrimination? The matron replied admitting Unintentional Discrimination through lack of
knowledge and deciding to provide hourly checks and recording of same. This letter is the starting point for the
enquiry conducted by Lorraine Norfolk into the clinical care of Doreen at Elderholme between 2008 and 2011.

LB: Omitted from timeline; 22nd May 2008 Letter from Elderholme to LB:..it may appear that through attitudes,
complacency, lack of knowledge and failure through all of the abovewe may have be seen to have unintentionally
discriminated against Doreen - matron

Of these first eleven, between 2000 and 2008 nos. 1 and 2 are NOT complaints, nos 3 to 6
and 8,9 and 11 were seven responses to questionnaires or letters from Elderholme asking
for comment. Five of these refer mainly to a shortage of staff. Nos.7 and 10 were each
upheld and received an apology.
HEATHER WARD TAKES OVER AS MATRON
LB: Note the change in character of Elderholmes letters and statements from this point.

12)
7th October 2008 Written (not official) complaint giving advice on how to care for his wife and the mistakes
in care Elderholme has made.
LB: This letter which states in the first paragraph this is not a complaint and I do not expect a reply in writing
and followed a relatives meeting which the Matron had conducted. I gave examples how a lack of staff meant
that staff were not available to transfer Doreen as per the care plan and care staff were receiving no assistance. I
received no reply.
LB: Omitted from timeline 4th March 2009 Verbal Your wife gets more care than anyone else in this home. If they were all like
her we would not be able to keep going. Heather Ward

LB: Omitted from timeline 15th March 2009 :Letter from Elderholme to LB: Elderholme wrote to ask for a top up fee and I
replied that the NHS are responsible for my wifes fees.

LB: Omitted from timeline 20th March 2009 Verbal Your wife gets more attention than anyone else you dont need three
people. (It is in the care plan) - Heather Ward

13)
12th May 2009 * Meeting at Elderholme. Mr Beddows critical about care
LB: This was a meeting called by the Matron, attended by the assistant matron and my wifes GP.I was not critical
about care at this meeting the Matron was critical of me . The matron told me five days earlier that the GP wanted
to see me about my wifes diet to allay my fears. This was not true.The matron had asked the GP to attend because
she said that she had received complaints about me interfering in my wifes care from the dieticians and that the
continence service had complained that I stopped their nurse from removing my wifes catheter and treating a
nearby wound. She said that I had instructed staff that they could not call the GP in without my permission.Prior to
the meeting several nurses had given the GP details of complaints which were then repeated to me by the GP and
the Matron.The matron also complained to the GP that I was insisting on three staff to transfer my wife and that I
was also insisting on hourly checks and recording of same. The NHS have established that no such complaints were
made by their departments and I had never given such an instruction about the GP. Three staff and hourly checks
were part of the care plan. I was in tears at the end of this meeting,upset at the accusations and not knowing at the
time whether they were true or not.The GP called an end to the meeting. The matron was aggressive towards me at
this meeting which is evidenced by the GP and complained that my wife received more care than any other resident
in the Home and she had 59 others to look after.She said she would not receive such attention in intensive care
.Nurses statement: I can further confirm that whilst I was Mrs Beddows named nurse Heather Ward tried to
pressure me into making false complaints to Dr Meyer about Len Beddows

LB: Omitted from timeline 12th May 2009 Verbal (In presence of Dr. Meyer)He insists on three and his wife checked every hour
and marked on charts. She would not receive such attention in intensive care.She received more care than any other resident in
the Home and there are 58 others to look after Heather Ward

LB: Omitted from timeline 30th June 2009Letter from Elderholme it is pointless responding to the numerous details in your
letter matron Heather Ward.

14)
11 September 2009 * Written complaint about care and Matron Manager attitude and complains he is being
victimised.
LB: This letter was a complaint about the lies told by the matron at the meeting on 12 th May with the GP. Both
Dieticians and Continence have confirmed that they made no complaints about me. The Director of Elderholme
replied 28 days later repeating the same accusations.

LB: Omitted from timeline 24th May 2010 Verbal How do you know she wasnt checked? Checks are not needed .Im not
arguing Im telling you.Your wifes careplan is the thickest in the Home. Heather Ward

LB: Omitted from timeline 10th June 2010 Letter from Elderholme:. You are under the misapprehension that Elderholme
receives an enhanced payment for your wife. If you want additional care at Elderholme then make out a case to the PTC
B.Woods director.

15)
20th November 2010 Email to Alison McGovern MP questioning integrity of Elderholme Management
LB: I was asking her to ascertain from CQC who was responsible for complaint handling and as such is not a
complaint.

16)
27th December 2010 * Letter to Dawn Vasco Continuing Health care team NHS.Accuses Elderholme of not
caring for his wife correctly and Matron Manager being stubborn.That his wife gets less care than other
continuing health care patients.
LB: Elderholme wrote to say that they considered that checking Doreen four times per 24 hours was sufficient
and if I did not agree then I should write to the NHS.This letter asks CHC to verify if this was satisfactory. I did
not say my wife gets less care - I said her needs are less.

17)
28th December 2010* Letter to Alison McGovern MP. Accuses Matron Manager of telling lies to GP.Contains:
As I have stated all along I am happy with my wifes care and the NHS said they could not believe how well
she was after ten years.
LB: I was explaining the resolution meeting with Elderholme re complaint of September so is not a complaint
but part of the complaint process to the 11th September complaint.

18)
21st March 2011 Letter Wirral Council to MP. Including report about unannounced visits.Report very
complimentary about Elderholme and Matron Manager
LB:This is a letter from Wirral Council to my wifes MP enclosing a copy of an inspection report following a
visit to Elderholme. It was intended to investigate complaints received from myself and others.The inspection
took place 9th and 10th December 2010 and 8th and 10th February 2010. On Friday 10th December 2011 the
Department of Adult Social Services were conducting an inspection of Elderholme. On the same day I met with
Elderholme Chairman Brian Rourke and Director Brian Woods.I gave them,again,full details of all concerns
and they promised to discuss them that afternoon with Heather Ward. On Monday 13 th December2010 Heather
Ward made a referral to safeguarding. Mr Beddows is described as the perpetrator of abuse Physical Potential
for, if Mr Beddows becomes increasingly distressed about his wifes condition. Deteriorating health has triggered
increased anxiety/distress for this ladys husband who has expressed suicidal thoughts to a care worker that he
would harm himself and thoughts of ending his wifes life. Staff have been advised to leave door open (Mr
Beddows has the habit of closing it). Relationships between Mr Beddows and staff are strained due to his
demanding nature. They felt that this would be further exacerbated were he to know of this referral My wife
had been in her normal state of health for at least two weeks prior to Heather Ward making this statement.
Elderholme had failed to detect an eye infection which had caused Mrs Beddows to keep her eyes closed as if
asleep. After a course of antibiotics Mrs. Beddows was soon back to her normal sleep pattern TWO WEEKS
BEFORE THIS REFERRAL WAS MADE. When this referral was made Mrs Beddows was in good health, she
had not deteriorated and Mr Beddows was under no more strain than for the previous eleven years. Relationship
with staff was as good as ever and Mr Beddows had made no demands which were not part of the care plan.

On Friday 11th June 2010 Pam Marr gave Mr Beddows a letter from Brian Woods, director of Elderholme,
which
referred to conversations with the matron, and said that they did not receive payment for additional care
(hourly checks). Mr Beddows asked Pam Marr to tell Mr Woods that all he wanted was what was in the care
plan and that if he had the means he would have killed his wife and himself with all the worry the Home were
causing and he asked her to sort it out.

Pam Marr said she would speak to Heather Ward and there is little doubt that Pam Marr told Heather Ward of
the suicide comment. If they were really concerned why did no one from Elderholme offer any
counselling/assistance to Mr Beddows over his comment. It was not mentioned again until Heather Ward made
this referral six months later.

As for the door being closed, on 3 rd June 2011 Nurse Alix told Mr Beddows that Heather Ward had instructed
her to tell him that the door of the room must be kept closed because Mrs.A, the lady in the opposite
room,thought Mrs Beddows was her daughter and had taken to going into Mrs Beddowss room and leaning over
her bed asking her quite determinedly for the money she was owed.

Heather Ward left it six months before bringing this threat to the attention of safeguarding. There is no doubt
it was in order to divert DASS attention away from checking documents which the NHS Review now show to
have been below standard and that should have been apparent to the inspectors. They did not report on any of
Mrs Beddowss care, and so missed the opportunity to resolve all matters.The only reason for not informing Mr
Beddows of the referral was that he would have been able to give all of the foregoing explanations and
demonstrate that the statement made six months previous was made in an effort to show the depth of his concern,
on his wifes behalf, over the failure by the Home to follow the care plan.This failure is acknowledged in the
NHS Independent Review of clinical care.Otherwise why did DASS safeguarding not seek to resolve the issues
which they were aware of and which had lead to the inspection or action this referral? DASS issued a good
report for the Home and even though the Complaints Manager confirms that he gave the Contracts Manager full
details of Mr Beddowss complaint,noneof those concern were investigated.

LB: Omitted from timeline 3rd March 2011 Following receipt of a good report from DASS Elderholme chairman Brian
Rourke wrote to DASS and circulated copies to all local MPs claiming myself and another relative had been
vexatious complainants over a long period. He blamed DASS for encouraging us.There are many false statements in
his circular.

19)
20th April 2011 * Letter to Wirral MP accusing Elderholme of blatant disregard of standards in some
instances. Accuses Elderholme of disregarding accepted care standards . Accuses Elderholme of telling lies
to wifes GP and local PCT. Accuses Matron manager of bloody mindeness
LB: These were my Comments on DASS Inspection Report of Elderholme so is not a complaint. My comments
were similar to the findings of CQC when they inspected in 2015.

20)
21st June 2011 email to MP. Complaint about Matron Manager lying and verbal and emotional abuse.
Complaint about management/directors handling of complaints.
LB: I was suggesting agenda for meeting MP had arranged with Elderholme re my complaint.
21)
23 June 2011 email to MP they will realise that Doreen knows nothing about anything
going on.Yet on 12th December 2006 he stated that she was embarrassed by being attended to by male
carers
LB: This was my email to MP acknowledging that meeting had been cancelled. This comment by Elderholme
shows on many levels managerial ignorance of best practice in looking after a PSV patient (probably any other
as well). Always tell them what you are doing and what is happeningtalk to them as if they understand
everything because maybe they do. In this email I refer to my not discussing anything about what Elderholme
management were up to with Doreen so that she knew nothing about what was going on but was depending on
Elderholme to ensure her safety,comfort and well being (why did Elderholme miss this off their comment above?)
Furthermore, under the Mental Capacity Act nurses and carers should take note of the wishes of patients as
described to them by people who knew them best before they were ill. Doreen would not have liked to lie naked on
a bed being washed by a man because she was due to appear in court to testify about inappropriate comments
about her figure from a GP.Her illness prevented her appearing. No men carers (not trained staff) was an
accepted preference. However it is a private dignity issue and at a public relatives meeting a member of
Elderholme staff told all present that my wife was often left in bed because she did not want men carers
attending to her. Such matters should not be divulged to all and sundry by nursing home staff. Elderholme never
replied to this complaint until this comment above.

22)
5th July 2011 * email to MP in which he accuses Hetaher of lying to the mayor who was visiting when
she said there were no smells in the corridors.Mr Beddows states that nursing homes and smells go hand in
hand. The report by Wirral social services who were in attendance for 4 days states there were no
malodorous smells present during inspection days.
LB: I enclosed a copy of response from CHC to my request for a reply to my letter of December 2010.They
replied that the Review Nurse had left causing delays in replies. As an aside I referred to the mayors visit when
the matron had said to him that she had never noticed any smells in the Home in all of the three years that she
had worked there. I remarked that she lies when there is absolutely no need to make such obviously false
comments.

23)
15th July 2011 Letter to MP criticising Matron Manager and telling MP how to solve problem .
LB: I was requesting advice as to how to proceed following cancelation of meeting.

24)
26th July 2011 Letter to Mr Glover (agent to MP) complains about Matron Manager behaviour towards him
and that she has told lies. Accuses Matron manager of victimising his wife and that she gave false
information to his wifes GP.
LB: The MP had received written confirmation from the NHS that showed that the matron had given incorrect
information to the GP and asking for advice re hourly checks.

25)
1st August 2011 email to MP stating he believes his wife is being victimised
LB: I was commenting on the MPs advice re hourly checks

26)
13th August 2011 email to MP states he has registered his dissatisfaction with the management of Elderholme on
survey sheet and accuses management of being dishonest.
LB: I was giving comments on DASS inspection report and enclosed copies of my statement criticising
managements treatment of my complaints which had not been included in the satisfaction survey results. Wasnt
that being dishonest?

Number 12 states This is not a complaint but reminds Elderholme of lack of staff
Number 13 is not a complaint in itself, but details of the meeting called by the matron
Numbers 13,14, 16,17,19 and 22 ( marked * ) are referred to in Lorraine Norfolks Clinical Care Review.
Number 14 is my only formal complaint to Elderholme and numbers 15 to 26 are copies of correspondence between
myself and my wifes MP who was advocating on her behalf and were subsequently provided to Elderholme by the
NMC for their comment. They all refer to evidence to the original complaint to the NMC concerning the lack of
integrity by the matron manager and / or nurses under her control and management. As such they cannot be cannot
be considered as separate complaints. Collectively they give evidence that:

overall Elderholme circulated a falsified document, made false accusations against me and the GP, gave incorrect
information to the dieticians, neglected to monitor urine, gave the GP false information which would have been
detrimental to my wifes care, and was aggressive. They did not record their decisions as required under the Mental
Capacity Act 2005 or handle complaints according to The Local Authority Social Services and National Health
Service Complaints (England) Regulations 2009. They altered a care plan without following the proper procedures
as in the National Framework for Continuing Health Care Commissioning, Care Planning and Case Management or
the NMC code of conduct clause 44.They asked the GP to sign a Do Not Attempt to Resuscitate authority knowing
that it was without my agreement contrary to Article 8 of the Human Rights Act. The NHS and Social Services have
apologised. Elderholme have repudiated all of it.