Bupa has apologised and admitted its care fell short of its usual high standards following a complaint to the Ombudsman.

The Ombudsman found Harts House care home in Woodford Green, London should have put a sensor mat in place before a resident fell and broke a bone in December 2022.

The resident, who had advanced Alzheimer’s and had been assessed as at high risk of falls, had suffered a number of previous falls in 2021 and 2022.

The Ombudsman also found Bupa had failed to supervise the provision of medication for a resident, who has sadly passed away, and failed to consistently apply their eardrops.

Bupa was asked to apologise to the resident’s grandson and pay £300 for distress and uncertainty caused.

The care provider was also asked to carry out staff training sessions on falls management and updating medication charts and paperwork.

Stewart Kyle, managing director for Harts House care home, said: “We sincerely apologise to the resident’s family. Providing high quality of care to our residents is our priority, and our dedicated team works hard every day to uphold our Good CQC rating. On this occasion our care sadly fell short of our usual high standards, and we have taken swift action to fully implement the Ombudsman’s recommendations, including refreshing training on falls and medicines management.

“Once again, we want to sincerely apologise to the family for any distress this incident caused.”