Very poor experience – serious concerns about care
Our family has had a very disappointing and concerning experience with Nursing Care Personnel while they have been providing care for my uncle, Mr Muhammad Akram, who has advanced dementia and is receiving palliative care.
We have experienced repeated issues, including carers refusing to change his bed sheets, refusing to put his care-related waste into the designated outdoor bin, rushing his care, asking family members to carry out tasks that we believe should be handled by trained carers, and an incident involving his electric bed that caused us serious concern about his safety.
We have also experienced significant delays with scheduled visits. For example, today his breakfast visit was scheduled for around 9am but the carers did not arrive until around 11am. His lunch visit was due around 12pm and had still not taken place by 2pm.
We raised our concerns with the company, but unfortunately we have not felt that they have been taken seriously. We were also extremely upset by comments made by the coordinator suggesting that the service could be stopped when we raised our complaints.
This is particularly distressing because my uncle is receiving palliative care. At this stage of his life, he deserves comfort, dignity, compassion and respectful care.
We have now asked the NHS Continuing Healthcare team to investigate our concerns and are requesting that his care is transferred to another agency.
This review is based on our family's experience and the concerns we have personally witnessed. We sincerely hope the company takes these issues seriously and improves the standard of care provided to vulnerable patients.