moderate“The times keep changing, they used to come at 8am but now it can be anytime up to 11am which is difficult because I sometimes have a hospital appointment and I have had to cancel it”
complaints handling
1 finding
moderate“When I ring the office about the time of my calls I get fobbed off when I want to speak to the manager.”
care planning
1 finding
moderate“Some people lived with epilepsy. A description of the condition was included in care plans...but no indication of what may trigger a seizure or when seizures were more likely to occur.”
governance
1 finding
moderate“Several people and relatives were unsure of who the registered manager was and were unclear how to contact the manager if they needed to.”
communication with families
1 finding
minor“People and relatives told us that they had not been given formal opportunities to feedback about the service.”