critical“36% of these calls were later than 15 minutes, with 1829 calls showing as later than 45 minutes. 1103 calls showed as short calls, where staff stayed for less than half the time allocated.”
governance
1 finding
critical“The provider had not planned travel time for more than 60% of their calls, which may impact on why staff would be late or leave calls before they should.”
person centred care
1 finding
moderate“I've phoned the office and told them the new staff are untrained and don't know what to do. Sometimes, I don't think that there is any point in complaining to the office.”
communication with families
1 finding
moderate“The office staff are diabolical. I ring them up to cancel a restart, and they don't listen. They just don't listen. They answer calls quickly but get it all wrong!”