Meadow House · Residential care

Delay responding to family communication

ComplaintInvestigationMediumResponse due 01 Oct 2026
1
Received
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Acknowledged
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Investigation
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Response
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Actions
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Learning
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Closed

Record

Received 03 Sep 2026 by Email

SummaryThe family reports that three emails asking about a change to their relative's care plan went unanswered for eleven days.
DetailEmails were sent on 18, 21 and 25 August to the service inbox. The family also left two telephone messages. The first response came on 29 August after the family telephoned the regional office. The family asks how communication will be handled in future and who is accountable for replies.
Received fromMargaret Doyle (daughter of a person using the service)
Immediate responseService manager telephoned the family on 03 September, apologised for the delay and agreed a named point of contact.
Acknowledged04 Sep 2026 · 09:20 by Priya Shah (Email)

Evidence

1 item(s)

email-thread-august.pdfDocument · Document · 240 KB · 05 Sep 2026

Handling

ReferenceCMP-2026-0064
TypeComplaint
OwnerPriya Shah
SiteMeadow House
ServiceResidential care
Received03 Sep 2026 · Email
Response due01 Oct 2026
Actions1
SensitivityStandard
Closing this record
A record can close once the response has been given and any agreed actions are in hand. Nothing closes automatically.