minor“some said they did not feel as involved as they would like and did not always feel listened to.”
person centred care
1 finding
minor“some staff did not always know their loved ones well or follow care plans in respect of their preferences, such as putting milk in their coffee when they preferred it without.”
complaints handling
1 finding
minor“People's families knew how to raise a complaint or concern should they need to, though some were not satisfied with the response to their complaints.”
record keeping
1 finding
minor“some care plans, particularly of newer residents, would benefit further detail relating to people's individual routines, likes and dislikes.”