An update:It's dreadful @jonno321. Had our relatives meeting yesterday with the new manager who wanted to introduce herself as only been in post a week. She has a huge task on her hands but is very experienced & says she wanted a challenge lol!
Good luck with your complaints & keep posting on any developments.
1) Since I last posted, we had a 3rd meeting with the manager, which was unproductive as ever. However, in October, this manager was replaced by the current manager who couldn't be more different. She is proactive, has listened and understood our concerns, genuinely seems to care and wants to do the right thing. We are cautiously optimistic that things will improve. Similar to your situation, the new manager has an enormous challenge on her hands.
2) The carer who NHS 24 (safeguarding) phoned us about to ask permission to report was subsequently suspended and then fired.
3) Out of the blue, safeguarding phoned us several weeks ago, requesting a meeting in person with ourselves, the care home management team and other members of the local council involved in such matters. This was to discuss the incident where the staff member was fired, in addition to all the other issues. We have a follow-up meeting in a few weeks to assess progress by the care home.
4) Safeguarding have also informed us that CQC are likely to want to meet us to discuss everything.
5) Some of the very disruptive residents have been moved to line of sight of the carer's station and that has improved the situation massively.
6) Unfortunately, some of the terrible carers remain, but we have made it known to the new management, who are on the case.
In summary, things are slowly improving, but as you can appreciate, time is not something we have on our side. Indeed, having to spend so much time dealing with the inadequacies of the care staff and the negative effect this has had on dad, with regard to his mood, eating etc. is draining for us, but we have no other option.
Care/nursing homes, especially those caring for residents with dementia who can't speak up for themselves, need far greater inspection/intervention from independent, external agencies to ensure that they are meeting the needs of the residents.