I would like to make a complaint to the Chief Executive of Barchester Healthcare Ltd about the care residents receive at one of Barchester's homes.
I have long given up complaining to the manager and am now raising complaints with the Care Quality Commission.
I would like the level of care, staff training and staff attitudes addressed as a matter of urgency.
24 hour later, not having heard from them, I sent them a tweet. I had a response within 7 minutes (funny that), asking for more details, but not acknowledging that I had asked to make my complaint to the Chief Executive.
I sent a summary and stated that I would be providing full details in due course and, would also like to send these directly to the Chief Executive.
I received the following response from the Complaints Manager, Maggie Harrison.
As per our complaints policy, we would acknowledge any complaint within three days of receipt and would be forwarded to the most appropriate person to deal with. In this instance your full complaint will be investigated by the Regional Director with responsibility for the Home. If you remain dissatisfied with their response, you will have the opportunity to escalate further.
I went back to Ms Harrison and pointed out the following:
One of the following must be true - the Regional Director is not aware how far standards have slipped, or he is fully aware but is taking no action. Whichever of these is the case, Barchester will be further letting down vulnerable residents by following a complaints process which puts a Regional Director who is ignorant of the homes in his region or is indifferent to the poor standards in such homes, in control of my complaint about one of those homes.
Please therefore, as requested, send me the Chief Executive's email address so I can send full details to both yourself and to him.
I greatly appreciate your cooperation in this.
Ms Harrison continues to refuse to provide an email address for the Chief Executive. I don't know whether this is to make sure he doesn't find out how bad care is in their homes, or if he just is not interested. Surely if he is doing his job, he is aware of homes where the care standards are poor?
I thought my request was reasonable, but will now communicate with Barchester via this blog. When I have completed typing up the full details of my concerns I will post it here and send Ms Harrison a link. Barchester are very protective of their Chief Executive. I wish I had confidence that they are anywhere near as protective of the vulnerable people in their care.