Mum with dementia locked outside care home at 3am in ‘disgusting’ abuse

A mother suffering from early-onset dementia was locked out of her care home during the night amid what the facility’s own manager branded a “disgusting and despicable” situation.

The incident was merely one example of reported problems experienced by multiple residents at Mersey Parks Care Home in Toxteth, reports the Liverpool Echo.

The home’s manager wrote Lorna Doran, 69, from West Derby, endured “psychological abuse” at the facility on Mill Street, in the Toxteth area of Liverpool, following her arrival in August 2025. Email exchanges and minutes of meetings conducted between the home’s management and Lorna’s family show that Lorna was not the sole resident thought to have been impacted.

In an email dispatched to Lorna’s family, an area director for HC-One, the national company that operates the home, outlined how: “Your mum very sadly did experience abuse at Mersey Parks, alongside other residents within the community.”

HC-One apologised for the “distress and upset” inflicted upon Lorna and her family, and confirmed a staff member was suspended immediately once concerns were raised. An investigation was initiated, and the company stated it is “committed to providing a safe, caring and supportive environment”.

Minutes of a meeting conducted in May 2026 between Lorna’s family, the home’s manager, and a social worker from Liverpool City Council, detailed the abuse Lorna was alleged to have suffered. During the meeting, home manager Sue Rush outlined the abuse she said Lorna endured at the facility, characterising it as “disgusting and despicable”.

The manager said Lorna was shouted at, taken to her room “against her will”, and was “purposely” locked out of the home for approximately 15 minutes.

She added: “This is psychological abuse … This behaviour is disgusting and despicable and does not reflect what we stand for.”

According to the minutes, Ms Rush explained how overseas staff were threatened over their sponsorship status to work in this country if they disclosed what had occurred, saying: “I don’t know how they’ve turned up for a shift; it’s a terrible situation all round.”

Ms Rush said sessions had been organised with these staff to help them “overcome the fear of what this person had over them”.

HC-One suspended a staff member, initiated an investigation, and notified the incidents to the Care Quality Commission (CQC), the Disclosure and Barring Service, Liverpool City Council and Merseyside Police. The suspended member of staff subsequently resigned from the position.

Lorna’s son, Rob Ashcroft, 36, from West Derby, said: “Her anxiety and dementia have worsened, and she is in a much worse place because she was being verbally and physically abused at night. On one occasion, she was locked outside at 3am in the cold after getting up to wander. You just do not expect that when you put a family member into a care home to be looked after.”

In correspondence dated August 4 and seen by the Liverpool Echo, HC-One area director Ayman Bakr told Mr Ashcroft: “Your mum very sadly did experience abuse at Mersey Parks, alongside other residents within the community.”

“The investigation involved gathering witness accounts, reviewing relevant records, and working closely with the appropriate external agencies to ensure that all concerns were fully examined.

“We recognise the significant impact that this situation has had on your mum and your family. The safety, dignity, and wellbeing of our residents are of the utmost importance, and it is deeply regrettable that your mum was affected by the actions of an individual who failed to uphold the standards of care expected.

“On behalf of the home management team and myself, I would like to offer our sincere apologies. No resident should ever have to experience anything of this nature while in our care, and we remain committed to learning from this incident and maintaining the highest possible standards of safeguarding and resident care.”

Earlier this month, Lorna relocated from Mersey Parks to a new care facility elsewhere in Merseyside.

A spokesperson for HC-One said: “The safety, dignity and wellbeing of our residents are our highest priorities, and we take all safeguarding concerns extremely seriously. We are deeply sorry for the distress and upset this matter has caused Ms Doran and her family.

“Following concerns raised by colleagues about the behaviour of a member of staff, we took immediate action, including suspending the individual and undertaking a full investigation. The individual subsequently resigned with immediate effect, and a referral was made to the Disclosure and Barring Service.

“During Ms Doran’s time at the home, her care needs changed and we sought advice from our external partners to ensure she received the most appropriate support. Following assessments by the relevant professionals, it was concluded that she required a level and type of care that the home was unable to provide, and this was discussed with Ms Doran’s family as part of the care planning process.

“We remain committed to providing a safe, caring and supportive environment where every resident receives the high-quality, person-centred care they and their families expect and deserve.”

A CQC spokesperson said: “CQC was made aware of concerns regarding the conduct of a member of staff at Mersey Parks Care Home. In response to those concerns, we liaised with leaders at the home, and with Liverpool City Council, to seek reassurances that all appropriate actions had been taken to protect people living there.

“We were reassured by evidence that the provider had taken the required action and was working with both the local authority safeguarding team and the police. We assessed that there was no ongoing risk to people living at Mersey Parks Care Home as a result of this incident.”

A Liverpool City Council spokesperson said: “We are not able to comment on individual cases for reasons of confidentiality. However, we are aware of a safeguarding incident at the care home and have been working with them to understand the actions taken and to seek assurances that people living in the home are receiving safe and responsive care to meet their needs.”