This week the Health Service Ombudsman published a report in to 10 investigations into the NHS care of older people (see www.ombudsman.org.uk/care-and-compassion/home). The discussions and commentary that ensued were about the innate empathy and the respect for dignity that is required in the staff that care for older people. This is just as much the case in the provision of residential care for older people as it is in the NHS. It is fundamental to providing excellent care. The report highlighted that these older people were in unnecessary pain, neglect and distress and that the NHS was failing to meet the most basic standards of care. It is important that all providers of care for older people, in whatever setting, take cognisance of these harrowing accounts and ensure that all our services uphold the best possible standards.
A recent survey of those that live in our homes, or relatives of those that live with us, indicated their high degree of satisfaction with the services they receive. However we are not complacent. Importantly the survey indicated that without exception people knew how to complain. It is then crucial that when people go to the trouble of complaining we listen, learn and change. We should encourage complaints, and track the trends. Complaints should be seen as a learning tool, and this is certainly one of the tools we use to help improve Parkhaven Trust services. Others are training, a clear policy framework, and audit. All of these need to be brought to bear to ensure that those older people, or their relatives, who choose to use our services have confidence that the standard of care will be consistently high and that respect and dignity of the people we care for is at the heart of all we do.
Hilary Rowland
Chief executive
18.2.11
A recent survey of those that live in our homes, or relatives of those that live with us, indicated their high degree of satisfaction with the services they receive. However we are not complacent. Importantly the survey indicated that without exception people knew how to complain. It is then crucial that when people go to the trouble of complaining we listen, learn and change. We should encourage complaints, and track the trends. Complaints should be seen as a learning tool, and this is certainly one of the tools we use to help improve Parkhaven Trust services. Others are training, a clear policy framework, and audit. All of these need to be brought to bear to ensure that those older people, or their relatives, who choose to use our services have confidence that the standard of care will be consistently high and that respect and dignity of the people we care for is at the heart of all we do.
Hilary Rowland
Chief executive
18.2.11
