PFD report

MARGARET CONNOR · Prevention of Future Deaths report

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Issued 9 May 2014•Norfolk

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
4

Raised in this report

Recipients
1

Named on the report

Responses found
1

Of 1 recipient

Stated actions
17

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

Open published report

Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised4

  1. Failure to ensure wheelchairs have secure, correctly matched footplates
  2. Insufficient pre-use checking of wheelchairs
  3. Failure to communicate wheelchair-related injury concerns accurately to attending doctors
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.3

  1. Action

    Review event recording and reporting, and implement changes requiring prompt escalation to trained and senior staff.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  2. Action

    Have the maintenance handyman check every wheelchair in use weekly and record the checks.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  3. Action

    Check and correctly fit wheelchair footplates, and direct staff not to remove them.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to ensure wheelchairs have secure, correctly matched footplates

Wider context from the report

“(2) Wheelchairs are left in the alcove ready for use without footplates, loose footplates and mismatched footplates. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Insufficient pre-use checking of wheelchairs

Wider context from the report

“(1) Insufficient procedures are in place to check wheelchairs before use. Carers collect a wheelchair from an alcove and are required to check over before it is used. It would appear this is not always being done. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to communicate wheelchair-related injury concerns accurately to attending doctors

Wider context from the report

“(3) The attending Doctors were being told there had been “no trauma” to Mrs Connor's leg, despite concerns being raised by her family that her foot/leg had been injured on the wheelchair and despite the faulty plate having been seen by staff. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Insufficient independent post-use checks of wheelchairs

Wider context from the report

“(3) There are insufficient/no independent checks being carried out on wheelchairs on their return to the alcove. They are only referred to “the maintenance man” if there is something noted to be wrong with them. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review event recording and reporting, and implement changes requiring prompt escalation to trained and senior staff.

Verbatim wording from the response

“A review of the process has been carried out and some minor changes have been put into place with special emphasis on staff to record and report all events at the time they occur. Carers must not delay passing on the information to trained and senior staff.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Have the maintenance handyman check every wheelchair in use weekly and record the checks.

Verbatim wording from the response

“As well as the instructions to staff regarding the monitoring of wheelchairs, they are also required to carry out safety checks before use. All the wheelchairs in use will be checked each week by the maintenance handyman. (see attached formats now in use (2 and 3).”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Check and correctly fit wheelchair footplates, and direct staff not to remove them.

Verbatim wording from the response

“The footplates for each of the chairs have been checked and correctly fitted. The majority of them are now fixed, although they can be swung”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.14

  1. 1

    Decommission worn wheelchairs while retaining serviceable equipment as appropriate.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  2. 2

    Direct staff to review each resident’s care plan for mobility needs and use of wheelchairs and other aids.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  3. 3

    Provide all staff with updated health and safety training on their responsibilities for patient and resident safety when using care equipment.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  4. 4

    Review management, care staff and nurses’ interpersonal skills to support open and professional relationships with relatives and healthcare staff.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  5. 5

    Provide two staff training sessions on managing aids and equipment and moving people with limited mobility.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  6. 6

    Review how staff can be supported and protected when managing challenging or inappropriate behaviour from patients, residents, relatives or external professionals.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  7. 7

    Number wheelchairs and allocate them to rooms or residents to enable equipment and user tracking.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  8. 8

    Provide all currently employed staff with updated health and safety guidance on wheelchair use and management.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  9. 9

    Issue staff a written Nurse Manager directive on wheelchair use and management.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated completedThe respondent said that this action was complete when they made their response on 9 May 2014.
  10. 10

    Arrange six-monthly servicing of all wheelchairs by external wheelchair specialists and maintain service records.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  11. 11

    Review whether relatives can safely use and manoeuvre wheelchairs inside and outside the premises.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  12. 12

    Develop and provide staff guidance on distinguishing referred from local pain and responding to pain complaints without corroborating trauma.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated in progressThe respondent said that this action was in progress when they made their response on 9 May 2014.
  13. 13

    Remind staff at all levels to maintain good care standards, honesty and professional integrity.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.
  14. 14

    Remind staff through supervision to observe, interpret non-verbal cues and respond to signs of distress or anxiety.

    Stated by The Heathers Nursing Home Bradwell YarmouthStated plannedThe respondent said that this action was planned when they made their response on 9 May 2014.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Decommission worn wheelchairs while retaining serviceable equipment as appropriate.

Verbatim wording from the response

“The home currently has eleven wheelchairs in use, of which seven are in use and four are held in stock. Six are new. Four chairs, although still serviceable have been decommissioned as they were showing signs of general wear. The wheelchairs in use have been issued with numbers and allocated to rooms or /and residents and patients. It is intended that this will improve the process of tracking the use of the chair and in the event of any query or incident it should be possible to pinpoint the location and identify the user.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Direct staff to review each resident’s care plan for mobility needs and use of wheelchairs and other aids.

Verbatim wording from the response

“As a direct outcome of this event and in response to your ‘matters of concern’, the following action has been undertaken:”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide all staff with updated health and safety training on their responsibilities for patient and resident safety when using care equipment.

Verbatim wording from the response

“• All staff will undertake updated Health and Safety training sessions to ensure they have a clear understanding about their role and responsibility in maintaining the safety and well being of the patients and residents especially when using equipment to support their care.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review management, care staff and nurses’ interpersonal skills to support open and professional relationships with relatives and healthcare staff.

Verbatim wording from the response

“• The Manager and Quality Assurance Manager for the service will also review the management / care staff and nurses’ interpersonal skills to ensure the relationships with relatives and other health care staff is open and professional.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 4 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide two staff training sessions on managing aids and equipment and moving people with limited mobility.

Verbatim wording from the response

“• One of the visiting physiotherapists will be offering two training sessions to the staff group covering the management of aids and equipment and moving people with limited mobility. At the same time -:”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review how staff can be supported and protected when managing challenging or inappropriate behaviour from patients, residents, relatives or external professionals.

Verbatim wording from the response

“• The management team will also review how staff can be supported and protected when dealing with challenging and inappropriate behaviour, whether it is from patients, residents, relatives or external health professionals. The training will be completed within the next twelve months.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 4 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Number wheelchairs and allocate them to rooms or residents to enable equipment and user tracking.

Verbatim wording from the response

“The home currently has eleven wheelchairs in use, of which seven are in use and four are held in stock. Six are new. Four chairs, although still serviceable have been decommissioned as they were showing signs of general wear. The wheelchairs in use have been issued with numbers and allocated to rooms or /and residents and patients. It is intended that this will improve the process of tracking the use of the chair and in the event of any query or incident it should be possible to pinpoint the location and identify the user.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide all currently employed staff with updated health and safety guidance on wheelchair use and management.

Verbatim wording from the response

“As a direct outcome of this event and in response to your ‘matters of concern’, the following action has been undertaken:”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Issue staff a written Nurse Manager directive on wheelchair use and management.

Verbatim wording from the response

“As a direct outcome of this event and in response to your ‘matters of concern’, the following action has been undertaken:”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 2 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Arrange six-monthly servicing of all wheelchairs by external wheelchair specialists and maintain service records.

Verbatim wording from the response

“All wheelchairs will be serviced every six months by the external wheelchair specialists. Receipts and as before a written record will be maintained.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review whether relatives can safely use and manoeuvre wheelchairs inside and outside the premises.

Verbatim wording from the response

“The management will also be reviewing the current practice of allowing relatives to use wheelchairs both in and outside the premises. The review will look at ensuring that persons other than staff can safely manage and manoeuvre the chair during use.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Develop and provide staff guidance on distinguishing referred from local pain and responding to pain complaints without corroborating trauma.

Verbatim wording from the response

“• The manager will be providing group sessions to carers on understanding what is ‘referred pain’ and how it differs from ‘local pain’, which is what is usually experienced and reported in the event of a fall or injury. The manager will also be looking at ways that staff can be advised on how to respond to complaints of pain where there may not be corroborative evidence of a trauma having occurred. This is work in progress and the instruction may take the”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 3 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Remind staff at all levels to maintain good care standards, honesty and professional integrity.

Verbatim wording from the response

“• Staff at all levels will be reminded that they must maintain at all times good standards of care combined with honesty and professional integrity.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 4 · response
Published 9 May 2014

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Remind staff through supervision to observe, interpret non-verbal cues and respond to signs of distress or anxiety.

Verbatim wording from the response

“• Through the process of supervision the staff will also be reminded of their responsibilities to maintain good observation skills, interpret and respond appropriately to non verbal cues, especially physical expressions that may denote distress or anxiety in those residents and patients with limited cognitive awareness.”

Source location

2014-0215-Response-by-Heathers-Nursing-Home
Page 4 · response
Published 9 May 2014

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
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Data last updated 7 September 2026