A Shanklin care home has been rated as ‘requires improvement’ by the Care Quality Commission.

Following a two-day visit in April, inspectors found more work was needed to improve the Isle of Wight Council-run Carter Avenue. The home cares for people with learning disabilities.

On one occasion, a member of staff was seen pulling a person by the arm when walking in the community and within the home. According to the CQC, the incident was reported to the registered manager and they took ‘prompt action’.

The report said that on most occasions staff respected people’s decisions. However, there was also an occasion when this was not the case.

Inspectors witnessed a staff member trying to get a person to have a drink. They said that they were clearly not interested, actively ‘pushing’ them away.

The staff member persisted and in the end, the resident got up and left the room.

Dr Carol Tozer, the council’s director of adult social care, said:

“This negatively affected the inspector’s assessment of us and I would like to assure families and the wider public we have taken immediate action.”

Despite this, the CQC said Carter Avenue had improved since its previous inspection. People’s experience of the service was positive, people were supported to take part in a range of activities and care plans were personalised and accessible.

Dr Tozer added:

“I am disappointed we have not achieved the required level of progress, particularly as we have invested heavily in staff training, changed policies and procedures and invested in additional leadership throughout our learning disability services, including Carter Avenue.

“Our residents must receive the highest quality care and support and we are all now focussed on delivering precisely that.”

Carter Avenue was judged to be ‘good’ for its responsiveness.

Staff were praised for having a good understanding of people’s needs, with support focused on them having as many opportunities as possible.

The report said:

“A person told us they enjoyed living at Carter Avenue. They said they felt safe and staff were nice.”