A HINDHEAD residential care home catering for up to 52 adults, many with mental health needs, has been judged ‘inadequate’ by Care Quality Commission and placed in special measures.

Crest Lodge was last inspected in April 2015, when it was judged to be inadequate overall. Following the latest unannounced inspection, the report, published on Monday, concluded the necessary improvements had not been made.

The service will be kept under review and inspected again within six months.

If CQC judges there has been insufficient improvement, it can stop CHD Living operating the service.

Inspectors reported safety improvements were needed after observing a resident with a care plan which said they should not be left alone with a person of the opposite sex, leaving the room of someone with a care plan which said they were “vulnerable and at risk from other people’s behaviours”.

During the inspection one person became abusive to another person, the report stated. Although staff intervened and encouraged the person being abusive into another room, no support was given to the person who received the abuse, who had left the room crying.

Staff told inspectors they relied upon guidance and support from their colleagues in relation to caring for people with a mental health diagnosis.

One staff member said they felt they needed more training around the needs of residents.

Inspectors reported residents were “not consistently treated with dignity and respect” and 14 people living on the first floor had to share one shower room as the bathroom was not being used. A staff member said the bathroom was kept locked for storage.

Since an internal audit was carried out in March, some areas had improved as a result of quality assurance checks. The registered manager ensured registered mental health nurses and general nurses were on duty at the same time to provide support, and the doors of clinical rooms always remained closed.

CHD Living operations director Jon Stanley said: “The well-being of our residents is our absolute priority. Crest Lodge provides services for people with complex needs many of whom are supported by our team to have very active lives and enjoy independence in the local community.

“We were pleased residents and relatives spoke highly of the service to the inspectors. The residents are regularly involved in having their care reviewed with Social services and clinical commissioning groups.

“During the inspection, the CQC inspectors spoke with residents and relatives

“One person said ‘staff are always visible’, while another told us they see staff respond to people quickly.

“Another person said, ‘staff are always available and respond quickly when I use the call bell’. People told inspectors staff were caring towards them.

“Comments included, ‘I like the staff, they are good, friendly’, ‘I get on well with them, we’re all friends’ – ‘staff treat me with compassion, they help me with my self-esteem’.

“Another said: ‘Staff always have time for me’. One relative said: ‘Staff are very visible and caring’ to their family member.

Mr Stanley added: “CHD Living has achieved a number of ‘good’ CQC rated services in the past months and our compliance team are supporting our management team at Crest Lodge to achieve the improvements identified.

“Prior to the CQC inspection, we had undertaken an internal inspection and had a clear action plan in place, having already begun work on the identified improvements.

“We have already made significant progress in all areas and the home is currently undergoing the refurbishments necessary and the residents have very much enjoyed being involved in choosing the colour schemes and decoration for their home.”