A CARE home has been accused of getting “major paperwork wrong” after one of its residents left the home in tears, according to a relative.

The family member, who asked not to be named, claimed Rothsay Grange care home, rated ‘good’ by the Care Quality Commission (CQC), refused to “accept responsibility” for inaccuracies on its care reports.

The home is said to have apologised over the incident and has offered a partial refund.

It costs around £1,500 for a one-week respite stay at the home on Weyhill Road.

Speaking to the Advertiser, the relative said: “I’m just so frustrated and angry. They have apologised for 14 different things but still won’t accept responsibility. This isn’t about the money now, this is about what’s wrong and what’s right.”

She later added: “I did point out that I was a bit confused that they apologised 14 times but they still didn’t accept blame. What are they apologising for then?”

The relative says she checked her mother into the home for a one-week stay on Thursday, October 3. But within 24 hours, her mother was left in tears and the family decided to cut her stay short. The relative complained to the home after spotting inaccuracies in their care reports.

“We can tell from the care notes they have edited and removed things,” she said. “It’s all there in the paperwork. But they won’t address any of that.”

“This is within 24 hours and they have got major paperwork wrong. Even though it wasn’t life-threatening, what if it was life-threatening?”

The care home is alleged to have noted that the resident required hearing aids, when she didn’t, and that she “didn’t have the dexterity” to put them in herself, as well as other inaccurate information.

“They said she doesn’t wear glasses and she does,” said the relative. “They said about the hearing aids. But the care notes imply they had a whole conversation about the hearing aids. Why would she have a conversation about not having the dexterity to put them in?”

Read Rothsay Grange’s response to the complaint, right.

She added: “They also said we refused to tell them my mother’s weight and her list of medication.

“We just said we didn’t know the amount of the medication; we just know what they are for.

“We’ve gone in for a show around, we didn’t expect to be sat down and asked questions like that where we would have no idea of the answers.”

Rothsay Grange is rated as ‘good’ by the CQC and has been steadily improving in recent years.

After being told its service was ‘inadequate’ in 2016, a follow-up inspection the next year saw it marked slightly better with a ‘requires improvement’ rating, before earning scores of ‘good’ across the board after a visit from the care watchdog last year.

Management at the care home have expressed their concern and moved to reassure residents in light of a complaint made by the daughter of one of the service’s users.

A spokesperson for the home said: “We are sorry to hear that the family are disappointed with their mother’s experience at Rothsay Grange care home.

“We have certain assessments and measures in place to ensure residents needs are met appropriately, which is something we cannot compromise on.

“We would like to reassure everyone that the safety and wellbeing of our residents is of the utmost importance and at the forefront of everything we do.”