Baby Bloggers & Mummy support The Edith Ellen Foundation a registered charity (No.1153733), we write independently of the foundation. Together, we believe in dignity and respect for the elderly and compassion in care. We hope together to provide valuable, inspirational dignity in care resources that address needs of isolation, emotional pain, grief and loss. We want to encourage you to be the best carers to older people that you can be.
Your relative has a right to
expect certain standards of care, and a right to complain if things aren’t
right. Find out how to spot unsatisfactory care, raise your concern and make a
complaint armed with knowledge about the standards of care.
What is unsatisfactory care?
Unsatisfactory care can cover
a wide range of issues and so it is helpful to know what standards you can
expect from a care home, care agency or the NHS and how to identify potential
On this page, you can find the
1.Standards to expect
2.National standards for care homes
4.Abuse in care homes or at home
Standards to expect
You might think that a care
home, care agency or NHS hospital is not providing the level of service that
they should; there might be a specific incident that you are unhappy with; or
your relative might seem unhappy, but you’re not sure of the exact reason. In
extremely rare cases, you might have concerns about neglect or abuse.
If you are concerned about
unsatisfactory care of your relative, knowing your rights is a good starting
point. Care homes, home care agencies and NHS hospitals must all be registered
with their national regulatory body and meet the minimum standards that they
set. The national watchdog in each country is:
·setting national minimum standards for care
homes, home care agencies and NHS services (hospitals and GPs)
·monitoring and inspecting care homes to make
sure that the services they provide come up to scratch.
·National standards for care homes
If your relative is receiving care services, they have five basic
1.To be respected, involved in their care and
support and told what’s happening at every stage.
2.To expect care, treatment and support that
meets their needs.
3.To be safe.
4.To be cared for by staff with the right
skills to do their jobs properly.
5.To expect the care provider to routinely
check the quality of their services.
Note: These standards are for
care services in England. For more information about standards in Scotland,
Wales and Northern Ireland please check the regulators’ websites, as given in
the links above.
Your relative might tell you
about problems themselves. If not and you think they are unhappy, or you
suspect a problem, try to talk to them about it.
In addition to your relative’s
views, use your own observations to judge how the care is going. If you are
unable to visit while the carer is present, is there someone else (a neighbour
or friend) who could?
Cases of abuse in care homes
or by an agency carer at home are extremely rare, but if you suspect that
anyone is being abused by their carer, or witness an incident, it can help to
know what action to take. Abuse can be psychological, financial or physical.
If you suspect abuse
If your relative seems
frightened or unhappy, talk to them somewhere in private, get as much detail as
possible and suggest that you report the matter to the care manager together.
Ask for an explanation or an investigation.
If you are not satisfied with
the answer, then contact the social care registration authority in your country.
If you are still unsatisfied,
you can contact the local council (regardless of whether they fund your
relative’s care). All councils have procedures in place to deal with the
protection of vulnerable adults and have the authority to intervene.
If you witness abuse
If you see your relative or
another person being abused by a carer, challenge the abuser immediately and
tell them to stop. Write down exactly what happened and speak to the care
manager in private to report what you have seen. In serious cases, report the
incident to the registration authority and/or local council immediately.
If you want independent advice
or support, contact the Edith Ellen Foundation, we are a charity that supports
older people in residential care and their families.