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Care at home is absolutely essential for thousands of people across Wales. But sometimes problems occur. If you're receiving care, you deserve a good service. If you’re experiencing poor care, you need to know how to raise the issue and, if necessary, complain. We’re here to help you understand what you can do about it.
Around 12,000 older people in Swansea rely on homecare to enable them to live at home. The local authority provides some care services but in most cases they purchase care packages from private agencies on behalf of individuals.
Over the past three years we have received an unprecedented number of complaints, many of which have been managed by our Advocate. Sadly the number of concerns raised with the Safeguarding Team in the local authority has also increased because the incidents reported have been identified as potential abuse and led to investigations.
Older people tell us that they don’t want to ‘Make a Fuss’. They are worried about getting their carers into trouble and think that their care will be taken away if they make a complaint. But this is where we come in.
1. If you are in receipt of care at home in Swansea and are not satisfied with the care you are getting: Tell us!
2. If you are worried about the quality of the homecare a loved one is receiving in Swansea: Tell us!
3. If you are a carer in Swansea and are unhappy with the things you are asked to do when caring for someone: Tell us! You are protected to blow the whistle but if you want to talk to us anonymously you can do that too.
• We will give you practical advice
• We will complain on your behalf if you want us to
• We will help you take the complaint all the way with the help of our advocates if necessary
Make a Fuss: Advice Leaflet & Template Complaint Letter
If you need help to make a complaint or want to know more about our campaign contact our Information and Advice team.
• Don’t put up with poor homecare
• Don’t deliver poor homecare
• Help us to make it stop
The Older People’s Commissioner supports our campaign and agrees that older people have a right to be treated with dignity and respect at all times.
Peter Black AM threw his weight behind our campaign when he visited us in April with Nick Tregoning, Regional and Constituency Manager South West Wales to hear more about what the campaign aims to achieve. We discussed older people’s experience of home care in the City, and demand versus supply.
Cathy Boyle, the Regional Advocacy Manager provided an insight into some cases that the team are managing at the moment to illustrate that complaining doesn’t always change the outcome but it does make people feel better if they at the least understand why a decision has been made and the process by which it was reached.
Mike Hedges AM also visited us in April with Community Liaison Officer, Nicola Matthews to find out more about the campaign and offer their support.
It's good to know that our campaign is being supported at a national level as well as a local level and we will continue to keep Peter and Mike aware of the concerns being raised with us and the outcomes the campaign gains as we go along.
You can help us by becoming a volunteer in our Information and Advice team. Help answer the calls from older people in need of help and make a difference to people in need straight away. Contact us to join us as a volunteer.
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