James* from Northern Ireland called our helpline to ask advice on how to make a complaint about the care his grandmother was receiving in her care home.
On being diagnosed with dementia three months ago, she was admitted to the care home and put on a variety of new medication. Unfortunately, the impact of this has left James’ grandmother unable to do many of the routine daily tasks she was able to do before and she is now confined to her bed and largely unable to communicate with anyone. Whenever any visitors see her, she is either asleep or very drowsy.
Our response was to advise James that, in the first place, he should raise his concerns directly with the care home. If he did not get a satisfactory response then he could send an official complaint to the Regulation and Quality Improvement Authority, who inspect care homes in NI and are always interested to hear about the quality of care received by residents.
We also suggested James read our advice leaflet on ‘How to make a complaint’ which is available on our website.
We then asked James to keep in touch and contact us again if he needed any further help.
*name changed for privacy
To get in touch with our helpline team and share your thoughts of health and care services, call 0800 345 7115, email firstname.lastname@example.org or visit our website. We also operate a Live Chat function on weekdays between 2 - 5pm for people who wish to receive advice online.