Dendera Ltd

We had serious issues with the care from this agency initially but after we complained they took swift action and the quality of my mother's care improved dramatically.

My mother was discharged from hospital and required two carers. They turned up late, without uniforms, name badges or PPE. They also didn't have new gloves. The carers were rushed and rough with my mother. One proceeded to take off her nappy whilst the other shoved a toothbrush at her face and said "brush". My mother has Alzheimer's and she isn't capable of brushing her teeth by herself,

My mother had cream on her palms and when they told her to grab onto the Zimmer frame to stand, her palm slipped and she slipped back, causing my sister to step on her foot which was very distressing. They sat around and just watched my sister helping my mum to brush her teeth - when they were asked to help told us that "our clients brush their teeth by themselves". One carer aggressively told me mum to stand and hold the Zimmer frame - she was informed that my mum was only released from hospital today. Finally they were reluctant to wipe my mother's intimate area because "they'd done it two hours ago". Everything was horrible.

My sister and I immediately complained to Dendera who apologised for the distress this caused us and took our complaint seriously. They acted swiftly to change the carers we complained about while they conducted a full investigation and we received two new carers who were in a totally different league. These carers had PPE, brought new gloves, had name badges and were kind, respectful, patient and treated my mother with dignity - exactly how care should be! We were so happy with them we asked Dendera if we could keep them on for the four visits my mother required each day.Dendera also made Social Services aware of the complaint and the actions taken.

I commend Dendera for taking our complaint seriously and resolving the issues we raised quickly.