moderate“Communication with the office staff is the main area of frustration, it's a bit hit and miss, it depends who you speak with as to whether anything gets done.”
record keeping
1 finding
minor“some of the records had not been fully completed to evidence an audit trail from when the complaint was received and concluded.”
complaints handling
1 finding
minor“records of complaints needed to be recorded in more detail to clearly evidence when they were brought to the providers attention, the dates of investigation and conclusion.”
person centred care
1 finding
minor“some relatives commented they would like to have access to the support plans that were now held electronically; some said they would also like to have paper copies of the support plans kept within their homes.”