Over the summer, BBC Scotland journalist Catriona MacPhee went undercover, working as a cleaner at the Castlehill Care Home in Inverness. The home – part of Simply Inverness Ltd, itself an offshoot of the company Morar Living – promises a comfortable, even luxurious standard of care for up to 88 residents. When Kerry first looked at the home with her mother, Jessie, she wanted to move in too, she says. But by the time you finish MacPhee’s hour-long film, you will have little doubt that the image Castlehill presents to the outside world – complete with champagne and fine dining – couldn’t be further from the appalling reality.MacPhee meets residents like Teasha, who has dementia and has also used a stoma bag for 35 years. Due to the poor or often absent care at Castlehill, the stoma is now causing her significant discomfort and she is often seen crying out in distress. In one clip, filmed covertly by MacPhee, a member of staff describes Teasha as “mental”. It’s abhorrent, but within the wider context of the neglect and even intimidation endured by those at Castlehill on a daily basis, it is far from surprising. MacPhee finds residents left wearing incontinence pads for more than 12 hours; human excrement on chairs in the lounge; and one woman who hasn’t had a shower in weeks. Castlehill is short-staffed, and even as the regulator begins to ask questions (there’s a surprise visit from the Care Inspectorate in MacPhee’s first week on the job), it’s clear that this place isn’t just mildly inadequate but deeply dysfunctional and dangerous. At one point, Kerry took Jessie home with her; nobody noticed as they left the building.