moderate“The timing of calls leaves something to be desired. As you can see there are times when I am required to be three or four places at the same time, leading to complaints from service users.”
communication with families
1 finding
minor“a small number of relatives said communication needed to be improved as they were not informed if care staff were going to be late.”
complaints handling
1 finding
minor“A small number of relatives felt the provider could be more proactive in contacting them first to sort issues out.”
leadership
1 finding
minor“some staff said they did not always receive a response.”