My mum is in extra care housing

Rosalie Smith 09/04/19 Dignity Champions forum

What can you do if the manager disagrees with you on some god care practice

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Emma Howell 09/04/19

Sorry to hear this maybe you could speak to your freedom to speak up guardian. If your line manager has not been able to help then try this option.

Tania Hudson 10/04/19

Hi Rosalie, is there a higher manager you could go to with your concerns about the care?

If not, you can contact the Care Quality Commission for advice

https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-public

Also if you have any concerns about safeguarding you can go to your local council website to find an adult safeguarding team who will also be able to advise.

Don't give up though, its really important that family members report poor care and that they are taken seriously to prevent harm or neglect. Good luck.


Rosalie Smith 24/05/19

Hello thanks for all your replies.
I am always reporting care issues where my mum is, so not very popular with management. Trouble is manage always replies with an excuse for what has happened, however as my back ground is in care i do not give up voicing my concerns not only for my mum but for other Residents who do not have anyone to speak for them.

Neil Purcell 25/05/19

Good on you but if your not getting anything back but excuses I'd take it further and get in touch with care quality commission,there is no place for bad practice especially in care environments.
After watching panorama programme in week all of us must be extra vigilant in these matters .

Rosalie Smith 11/06/19

Any views would be welcome. I am going away on a weeks holiday and a friend is going into the extra care housing where my mum is.
However due to issues I have raised about some aspects of care issues, I have been advised that any friend going into mums when I am away must not speak to staff about any care issues they do not feel is right?
They must telephone me and I must report it?
However I feel if I am away for a couple of days they should report any issues directly to staff, any views on this?

Tania Hudson 12/06/19

Hi Rosalie, I would say if your friend has any concerns about your mums care to address it there and then.

When it comes to care I feel everyone has a duty to report concerns, whether that be a member of the public, friend, volunteer, cleaner, bus driver or other paid member of staff. Have a good break and try and relax!

Neil Purcell 12/06/19

Hello Rosalie
Anybody can report a concern about care its called safeguarding mention this to the care home it should concentrate their minds.
Hope this is some use for you and your friend and I hope you can get a much needed rest .Neil

Carly Morgan 12/06/19

Can you give some more details?

Is it your manager, or the manager of an organisation caring for your family?

Carly Morgan 12/06/19

Hi you have definitely been given the wrong information.
Anyone can raise a concern about care. Not only this but the provider should be welcoming and encouraging feedback about the care provided and any concerns.
I would tell the provider that your friend has the full authority to act on your behalf, and that she will be raising any concerns. Also let them know that she has the details of the local Safeguarding team and CQC whom she will contact if any issues raised aren’t dealt with.

Janis Anderson 14/06/19

It is important that all people providing care, and the families of clients, are able to raise concerns and work together to improve standards and safety. In the first instance the care company should be open and willing to discuss any concerns, and if you don't get a response that satisfies you, raise it with the CQC. And I agree that anyone visiting is able to raise concerns and can expect them to be responded to.

Rosalie Smith 14/06/19

Hi thanks for your replies, now I know my thinking is right and I will be writing her a letter saying that mum friends can speak to staff if they pick up bad care.

Rosalie Smith 29/08/19

Hello all I did follow up with a letter and was taken note of so thank you to all for support.
When visiting mum yesterday a letter was left in her flat from management saying
Care time calls were being changed.
I had discussed last week with management call times for am and said I was happy to give it a try if Benefit to her.
However when visiting yesterday I was made aware from staff that pm visits had all been changed as well with no discussion with me.
My mum has dementia and is not able to speak up now, and is in fact end of life.
The letter left was addressed “Dear Kathleen”

This has not been I feel looked at “person centred”, and one concern is the lunch time visit of 1230pm, is left in place, and mum is not eating much at this call but has been eating better at her 4.30pm visit. This has now been changed to 5,30pm, I feel this is a big gab now without food, from 1230pm to 5.30pm.
Interested in some thoughts from you.

Also other residents who have no family were telling me yesterday they have had a lot of changes to their call times with just sent a letter.
I was under the impression in extra care housing this should be person centred.?

Your thoughts appreciated.

Rosalie Smith 01/12/20

Should all Residents have a person centered care plan?

Sqn Ldr Alan R D Clark MBE(Mil) MStJ MCGI MCPara MASI RAFVRT(Ret'd) 02/12/20

Good morning Rosalie, I hope this finds you and your mother safe and well.
As a Health Care Professional in Pre Hospital Care, regardless of a care home environment or domestic home environment I personally would always ask to discuss with the patient, care staff, relatives what the persons personal needs are, but would also review the patients care plan - which in my opinion should set out the patients specific needs, requirements and treatments.
Apologies if this is somewhat long winded to say 'YES' in my opinion, but wanted to underscore my reasons for saying "YES".
Stay safe, bets wishes and blessings.

Sqn Ldr Alan R D Clark MBE(Mil) MStJ MCGI MCPara MASI RAFVRT(Ret'd) 02/12/20

Apoloigies for the typo - should read best wishes.

Rosalie Smith 02/12/20

Good morning and thank-you for your early reply and I have noted your comments.
I have requested a meeting with the manager where mum is. It appears to be an on going issues with the care plan not only for me but other family members as well.
I have found the manager has adjusted my mum care time calls as she sees fit to with no communications to me about it, and it has left mum with a five hour gap between having a meal at 2.30pm to another meal at 6pm and a check call in between just for fluids
I note also care time calls have been reduced some by 15 minutes. When I was asked why I was informed it was because there was other people to think of and I should bear that in mind.
I did point out each persons care plan I thought should be written for their needs and best interest of the Resident. Is this correct.
Thank-you


Liz Taylor 02/12/20

Hi Rosalie what a time you are having of it. Of course everyone should have a care plan, that is discussed and agreed with them and their families where the family is actively involved. It is also worth noting that good providers would include in their terms and conditions statements about how care plans are developed and reviewed. CQC guidance also indicates that a care plan should not be altered without the knowledge of the person being supported, even where that person does not full capacity, and should be discussed with the person holding power of attorney or an advocate if there is no family or friend involvement. where the person does not have the capacity to understand or retain the information. Saying there are others to think about is in view a cop out, it is the providers responsibility to ensure that they have the capacity to deliver the person centred care and support that the individual requires. The item below from the CQC website about involviong people in their care and what they expect may hhelp

C2. How does the service support people to express their views and be actively involved in making decisions about their care, support and treatment as far as possible?
C2.1 Do staff recognise when people need and want support from their carers, advocates or representatives to help them understand and be involved in their care, treatment and support? How do staff help people to get this support?

C2.2 Do staff make sure they give information to people, their families and other carers about external bodies, community organisations and advocacy services that can provide independent support and advice, answer questions about their care, treatment and support, and, where necessary, advocate for them? How does the service support people to contact and use these services?

C2.3 Does the service give staff the time, training and support they need to provide care and support in a compassionate and personal way? Are rotas, schedules and practical arrangements organised so that staff have time to listen to people, answer their questions, provide information, and involve people in decisions?
C2. How does the service support people to express their views and be actively involved in making decisions about their care, support and treatment as far as possible?
C2.1 Do staff recognise when people need and want support from their carers, advocates or representatives to help them understand and be involved in their care, treatment and support? How do staff help people to get this support?

C2.2 Do staff make sure they give information to people, their families and other carers about external bodies, community organisations and advocacy services that can provide independent support and advice, answer questions about their care, treatment and support, and, where necessary, advocate for them? How does the service support people to contact and use these services?

C2.3 Does the service give staff the time, training and support they need to provide care and support in a compassionate and personal way? Are rotas, schedules and practical arrangements organised so that staff have time to listen to people, answer their questions, provide information, and involve people in decisions?

Liz


Rosalie Smith 13/12/20

Hello Liz,
I hope this finds you well?Once again I am finding time lapse between communications to me with the manager of the Extra care housing where my mum is.
Giving her four weeks to look at my mum care time calls I again chased up today by email,I would love you to read the email I have received from her tonight.
I was wondering if you would be happy for me to forward it to you for your comments?
She has a way of making you feel you should not be chasing up on care issues, also the questions you ask you do not get a direct answer.
I am very tempted now to email cqc and let them know,

Rosalie

Phillip vidler 14/12/20

I would not hesitate to contact cqc.
You have everything to gain.
I wish you well.


Rosalie Smith 14/12/20

Hi Phillip,

Thank you for your reply.I have arranged a meeting with the manager today for Wednesday but yes going to email CQC as well.

Liz Taylor 14/12/20

Hi Rosalie

If you email me via [log in to view email address] - mark it for my attention I will get and then will be able to respond without either of us putting our emails in the public arena.

Rosalie Smith 15/12/20

Good Morning Liz,

Yes I will do that later today, thank-you so much, really appreciate your support,
Kind regards

Rosalie

Pat Smith 15/12/20

Good Afternoon Rosalie
The advice and information Liz has given is something we as care providers have to follow. It's all providers not just Domiciliary Care (my area). CQC have strong guidelines we have to follow. Person Centred Care is not just for a few it's everybody. To be treated with Dignity & Respect is the right of every human being. Please go to CQC because this will not stop. I wish you good luck.