Care Avenues Ltd Birmingham

Hi Melissa, you have already raised the above concerns with us regarding this matter and we are in the process of fully investigating the points that you have raised, just to highlight some of the concerns you have raised that are not actually correct, a catheter will come out now and then and as we are not trained nurses a district nurse will need to be called to rectify this. With regard to a care worker breaking your mother's arm, this is also not actually fact, you are making presumptions that this was the case. We have not received a safeguarding from health professionals which is often the case if they felt that we were responsible. We are sorry that you feel we didn't provide the correct care for your mother and can only apologise for the stress this caused to you and your mother, in future please wait for an outcome from a provider before you submit negative feedback.

We are sorry that you feel that we didn't look after your father well, just to clarify we have no evidence of missed calls, all our staff are trained. We offer blended training which includes classroom-based training and e-learning. We also communicated with you and dealt with any concerns raised immediately. Your father started to build a strong rapport with a number of our care workers that attended the calls and we accommodated your requests to change care workers, sometimes at very short notice. We have other citizens we look after who are very happy with the service we provide to them. We have also been awarded the care provider of 2021 for the Birmingham region.

Dear Natalie, Thank you for your review. I am sorry to hear about your experience at Care Avenues. I am surprised at the feedback as we have not received any complaints from yourself or your grandmother. We follow strict complaints procedure and I assure you, since the new leadership team has been in place since April this year all complaints have been dealt with satisfactorily and with urgency. We follow the open door philosophy and welcome all comments and complaints. I have looked into your grandmother's case and it appears that she has one regular care worker, who has only been hired for your grandmother after her request of having the same care worker regularly. I assure you this care worker should therefore not be 'rushed off their feet'. I would love to hear more from you, please get in contact with me so we can resolve this issue immediately. Many thanks.