Veracity Healthcare

This matter has been investigated and fully discussed with you and the Social Services Care Coordinator. Your daughter is the service user and is supported to make her own decisions, including about personal care. Her choices have differed from yours. The incident you describe was investigated and confirmed that carer arrived while she was in the toilet and remained there for about 25 of the 30-minute visit. She then came out fully dressed and went to her bedroom. She was not left in the shower. You have acknowledged that you believe your daughter sometimes remains in the bathroom to avoid support, and she herself stated she needed that time. As you are aware, we have tried adjusting visit times to encourage her participation with little result. The keysafe matter was investigated. The carer involved admitted they may have forgotten to scramble the code on that occassion. Both the carer, and company apologised. We remain committed to safe, respectful, and person-centred care

Thank you very much for taking the time to provide feedback about the care we provided Mum. We are glad to hear that the team supported Mum to your satisfaction as this is always our goal. Your feedback is very valuable and will be shared with the staff to encourage them and to keep them motivated to continue supporting our valued service users with compassion and dignity.

Thank you very much for your feedback and for the 'Thank You' card we received at the office. We will share your feedback with the team at our next team meeting to keep them motivated towards achieving high standards of care when supporting all our service users and their families. Thank you for your support and welcoming spirit towards our care staff. You made their job manageable as a result. Our carers reported that they enjoyed and looked forward to coming to provide care for your partner.

1. We explained that a care plan cannot be formulated before meeting and assessing the service user.
2. Assessment was carried out with the service user and a relative, the care plan was formulated and a copy was given to service user.
3. We explained that although they don't carry paper files, they know the care needs of the service user. They are briefed by a manager/care coordinator before they meet them for the first time and they also have all the information and care plan on their electronic devices as we use electronic records (not paper).
4. Although managers may undertake some assessments, we have other suitably qualified assessors.
5. A manager spoke to the complainant on the phone on a few occasions. They were however not available when it was demanded for them to “come now”. They offered alternative meeting dates which were declined.
6. Our service was recently inspected and rated “Good” by the CQC. This will be published soon. Service users/families highly rate the service.