An 'inadequate' Isle of Wight care home 'frightened' a resident so much they wrote 'HELP' on their bedroom wall, while others were left 'exposed and undignified', a damning report has found.
Following a visit from the Care Quality Commission (CQC), Orchard House Care Centre, on Fairlee Road, Newport, run by Barchester Healthcare, was in breach of seven regulations and issued with three warning notices.
The inspection, between February 2 and February 4, was prompted by concerns over people’s care and support, risk management, escalation of health deterioration, leadership and staff culture.
While positive experiences were evident, inconsistent care, limited engagement, and variable responsiveness meant that care needs were not consistently met.
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Inspectors saw residents exposed and undignified with their clothing displaced in communal areas, and a staff member was also seen mimicking a person’s vocabulary while they were in distress.
One resident had written “HELP” on their bedroom wall and said: “I am a prisoner in my own room,” and “I am frightened of the man coming in at night.”
Medicines were left unsecured, and emergency documents did not always accurately reflect allergies.
One person told inspectors they were hungry and thirsty, and records showed they had received less than half the recommended fluid intake they required by late evening.
Another person lost nearly three kilograms over four months as staff were not monitoring their nutritional intake or fortifying their meals with the calories they needed to stay healthy.
Staff did not always obtain consent, respect preferences or individual needs, including cultural, religious, or gender-specific considerations.
There were also concerns over safeguarding.
A person who experienced physical abuse in August 2025, when another person entered their room, later sustained an unexplained injury to their back, in January 2026.
Staff did not escalate this injury to the local authority as a safeguarding concern.
Three staff members also told inspectors of alleged abuse they had reported, but records showed managers had not recorded these properly.
Safety was another area of concern.
Storerooms with chemicals, continence products, and clinical and general waste were left unlocked.
A hot water dispenser was accessible in two units and food trolleys were left unsupervised and switched on in different units, with one recorded at 46.8°C.
Neil Cox, CQC’s deputy director of operations in Hampshire and the Isle of Wight, said some positive things were noted and some staff clearly knew the people they cared for well, and relatives described kind and supportive care at times.
"But those good moments weren't consistent enough, and that inconsistency comes down to leadership", he said.
“We've told Orchard House Care Centre what it must improve, and we'll continue to monitor it closely to make sure people are kept safe.”
A spokesperson for Barchester Healthcare said: "Since the inspection, the home has come under new leadership, with strengthened management oversight, increased senior support and clinical expertise in place.
"The safety, wellbeing and dignity of our residents is always our highest priority, and we take the findings of the Care Quality Commission extremely seriously.
"We are deeply concerned by the experiences described, and it is clear that elements of the care identified in the report were not of the standard we expect.
"Following the inspection in February, we acted immediately to address the concerns raised.
"A comprehensive action plan has been submitted to the CQC and is now being implemented, focusing on improving care quality, safeguarding, staffing and governance.
"This includes increased management presence, additional training, enhanced clinical monitoring, and improvements to care planning, safeguarding processes and quality assurance systems, to drive rapid and sustained improvement.
"While inspectors also heard positive feedback from some residents and relatives – including comments about supportive staff and a welcoming environment – we recognise that this was not consistent, and consistency of care is essential.
"We remain focused on embedding the required improvements at pace and will continue to work closely with the CQC, local partners, staff, residents and families to ensure sustained progress and to deliver the safe, person‑centred care residents and families have the right to expect."
