A SECOND Marlborough care home in the space of just over a month has been told it must improve after being inspected by the Care Quality Commission.

Merlin Court has come under scrutiny by the government care watchdog after it received a number of concerns relating to the care being provided and how records were being kept.

A requires improvement rating was given in all of the five categories reviewed, which includes safety, responsiveness and whether the service is caring. Inadequate is the worst rating issued.

But Avery Health Care, which took over the home near The Common in November 2014, has issued a statement criticising the fact that the inspectors’ methodology and criteria is not published.

It said: “Without the process being clearly articulated the natural public response is to receive such an assessment as negative, and even damming against the home.”

Coombe End Court care home also received an overall ‘requires improvement’ rating at the end of July, as did Keepence Homes in Pewsey.

In the report, published this week, the three inspectors who visited Merlin Court, found a divide between the care received by those with dementia living on the ground floor, compared to those who needed nursing care on the first floor due to lack of leadership.

The report says “Whilst most people and their relatives spoke positively about the care and support they received it was evident throughout the inspection there was a significant divide between the safety and quality of services provided on the first floor and the ground floor.

“We found that whilst care on the ground floor was centred on the person we did not always experience this on the first floor. Staff did not always respond to people’s requests. There was a lack of consistency with how staff supported and cared for people.”

But manager Amanda Short told the inspectors that staffing levels were reviewed against people’s needs.

The inspectors also said that agency staff were not always familiar with the residents’ care plans.

However, there were positive aspects in the report such as people living on the ground floor were happy with their care and felt safe. Medicines were managed safely, staff were knowledgeable about how to spot signs of potential abuse and the recruitment and training process was thorough.

A spokesman for Avery added: “Merlin Court has already worked on the recommended actions and Avery are confident that the home is a safe and comfortable place to live with caring and compassionate staff.”

The full report can be read at: cqc.org.uk/location/1-1770834463