A mum with early-onset dementia was locked out of her care home in the middle of the night amid what the home's own manager described as a "disgusting and despicable" situation. The incident was just one instance of reported issues experienced by a number of residents at Mersey Parks Care Home in Toxteth, the ECHO can reveal.
Abuse detailed in meeting minutes
The home's manager said Lorna Doran, 69, from West Derby, suffered "psychological abuse" at the home on Mill Street, Toxteth, after moving there in August 2025. Email chains and minutes of meetings held between the home's management and Lorna's family reveal that Lorna was not the only resident believed to have been affected.
In an email sent to Lorna's family, an area director for HC-One, the national firm that runs the home, described 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" caused to Lorna and her family, and said a member of staff was suspended as soon as concerns were raised.
Manager describes 'disgusting and despicable' behaviour
Minutes of a meeting held in May 2026 between Lorna's family, the home's manager, and a social worker from Liverpool City Council, set out the abuse Lorna was said to have faced. During the meeting, home manager Sue Rush laid out the abuse she said Lorna faced at the home, describing 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 around 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 described how overseas staff were threatened over their sponsorship status to work in this country if they reported what had gone on, 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 arranged with these staff to help them "overcome the fear of what this person had over them".
Locked outside at 3am
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 ECHO, HC-One area director Ayman Bakr told Mr Ashcroft that Lorazepam, an anti-anxiety drug prescribed to Lorna, was "consistently withheld". Mr Bakr added: "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 moved out of Mersey Parks and into a new care home elsewhere in Merseyside.
'We are deeply sorry'
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."
