| Accepting Complaints & Recording Correspondence |
2013
| Reception date |
May 29th |
| Applicant |
A family |
| Content |
We wanted our parent to bathe at the center, but the individual didn’t
want to take a bath, so couldn’t do so in the end. A care worker came to
our house and encouraged them to bathe, but it didn’t work. I want the
staff to ask my parent again and again at the center, even if the individual
refuses.
|
| Correspondent |
We apologized for respecting the individual’s will too much and not realizing
the family’s concerns. As a result of repeated encouragement while confirming
the individual’s condition and wellbeing, they did take a bath. Once experiencing
this, there haven’t been any refusals and they are back on track.
|
| Measure |
We made sure to pay attention not only to the individual’s will, but also
to the family’s feelings and difficulties. |
| Reception date |
August 26th |
| Applicant |
Care manager in charge |
| Content |
The individual complained, “One care worker threw away the rotten food
in my fridge. I’m not going to use care workers anymore.” |
| Correspondent |
We confirmed the situation with the care worker, who told us that they
had made sure that it was OK to throw those things away. We explained this
to the care manager in charge. The supervisor apologized directly to the
individual and decided to visit them for a while. Though we are worried
about rotten foods in relation to their health, we decided to leave the
final judgement to the individual while confirming things with them even
more carefully than before.
|
| Measure |
We recognize that the individual has more feelings about getting rid of
things than we realized, so need to understand that it’s not OK to throw
things away all at once. |
| Reception date |
August 29th |
| Applicant |
A family |
| Content |
The individual keeps wearing the same pants. They bought a new pair of
pants for an outing, but have continued to wear them all the time at home.
Their family wanted to know if there was no room wear available, as they
will then prepare it.
|
| Correspondent |
We asked the care worker in charge, who said that there is no room wear
of the right size. The controller apologized to the family and help buying
a room wear.
|
| Measure |
We reconfirmed with the care workers that if they notice anything, they
need to tell the person in charge right away. |
| Reception date |
February 12th |
| Applicant |
A family |
| Content |
The individual has dietary restrictions because of their illness. At the
center, they avoid certain foods based on their dietary restrictions. But
if the restriction is too strict both at the center and at home, their
stress increases. What can we do for them?
|
| Correspondent |
After a discussion, the person in charge and the family decided to provide
meals with little effect on their health while confirming with the individual
every time. |
| Measure |
We told the family that we can arrange meals while frequently checking in with the individual and their family. |
| Reception date |
March 5th |
| Applicant |
A family |
| Content |
The family consulted us about possibly using nursing care insurance from
now on because of the individual’s illness. At first, the care manager
of Suisen no Ie couldn’t accept a new client, so we introduced them to
another trusted service center. However, they contacted us, saying that
it wasn’t a good fit and they had to decline.
|
| Correspondent |
Because the client didn’t want to use the service right away, we reviewed
the situation and decided to accept their care plan if they need our service
in the future. |
| Measure |
We agreed to be more sensitive to the feelings and needs of the individual
and their family. |
|
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