J C Michael Groups Ltd - Docklands

Reply from The Management Team at J C Michael Groups Ltd - Docklands

We sincerely apologise for any misunderstanding and distress that may have caused on specified date. We are grateful for the opportunity to respond to the feedback we received from the NOK following the call on the specified date. We want to assure you that our staff are compassionate and trained to handle delicate situations with respect and care. We did not intend to question the honesty of the client, and we apologise for any misunderstanding that may have caused.
We acknowledge that there was a discrepancy between the start date and the confirmed commencement date that the client expected and the one that our OOH team had in our system. We understand how sensitive and challenging this situation is, especially as it involves EOL care. Our OOH team tried to communicate this with professionalism and empathy. We empathize with the emotional burden that families face during these difficult times.
Our OOH team offered to contact the branch manager to arrange a quick service if the client wanted to start the care as soon as possible. We also informed the NOK that we did not have all the information about the start date and that we relied on what was recorded in our system.
We want to emphasize that our staff did not behave rudely or use any offensive language. One of our OOH team members asked the NOK to bear with us to calm the situation down, but he did not raise his voice or lose his temper. He only wanted to move to a quieter place to talk to the manager.
Our OOH team receives over 100s of calls from different parts of London, dealing with people from various backgrounds and needs. They are committed and professional and they strive to provide quality service even during out-of-hours.
We have evidence that the branch manager reached out to the family within an hour of the call to sort out and resolve the issue. We also sent an apology message to the NOK as soon as we got the feedback.
Regarding our Carer, we ensure all team members receive personal protective equipment (PPE) delivered to NOK homes. However, where it was proposed that care would commence on Monday instead of over the weekend, our risk assessor could not visit. Despite this, our staff did arrive with gloves and aprons on the scheduled day.
We sincerely apologize if the NOK feels that our service did not meet their expected standards. Had the service been confirmed to start over the weekend, our trusted assessor would have visited the client and NOK to discuss a person-centred care plan. Initial communication with family and CHC team was, for us to start the service on 26.02.2024 and this situation occurred on weekend 25.02.22024.