SummeryOfComplaints2023
Summery of Complaints 2023
Having reviewed the 11 complaints we received from January 2023 to December 2023 we found all except 3 were non-serious complaints.
Non-serious complaints
| Complaint details | Reason/Action |
|---|---|
| Mrs R - Call 15 mins late | Apologised but reminder her that the call can be 15 mins either side of the agreed time |
| Mrs P - Call 25 mins late | Apologised - new road works, that we were not aware of. |
| Mrs B - Call late and not informed | Discussed that this was emergency support for his wife at late notice and we had said he would need to be flexible with the times |
| Mrs C - Call 15 mins too early | Apologised but reminder her that the call can be 15 mins either side of the agreed time |
| Mr S - Did not like the carer | Carer removed from calls |
| Mrs E & Mrs O - Carer too loud | Carer removed from calls |
| Mrs R - Carer did not stop talking | Carer removed from calls |
| Mr K - daughter complained that carer was on her phone while caring for her father | Carer was recording medication using our app on her phone |
Serious complaints
| Serious Complaint Details | Reason/Action |
|---|---|
| Mr S & Mr N - The carer has become too familiar, had crossed professional boundaries | Following investigation, carer dismissed |
| Mrs D - Home from hospital | We were not informed of her discharge by either family or hospital |
| Mrs T - Carer did not attend. The office did not receive a call. | Following investigation, carer dismissed |