Park View Care Home — Local services in Gloucester

There has not been a response to a complaint I raised on the 13 September other than an acknowledgement saying they would investigate within 28 days. On the 29th October we were told that they were going to write that day, over 6 weeks later this has still not arrived.

We booked my 92 year old father in for a weeks’ respite care whilst we went on holiday. My husband and I looked around first before taking my father around and then his assessment. They offered a wide range of activities, and the prospect of a bath, which he no longer can manage without a hoist etc. I was complimented on the typed information I had provided about his care to enable them to give him the care he was familiar with (important for those with dementia) and understand him and his routines. My horror, when I collected him from his day centre, 10 days later, has still not diminished. He looked dishevelled, wearing clothes that did not belong to him, he had about 4 days beard growth (he shaves daily) and was deaf. On unpacking his suitcase I discover numerous items of clothing missing and clothes not belonging to him and clearly marked as such, in the suitcase. His electric shaver was broken and had bits missing and his electric toothbrush was also broken. Clearly nobody had thought to even provide disposable items. I did collect some more of his clothing the following day and arranged to return at the end of the week and discuss our disappointment and concerns with a manager, however, after waiting for 20 minutes to see someone I was told that she would be another 20 minutes – I could not wait but left a 3 page letter of complaint. This included:- • Broken items/missing items as above • Failure to change his hearing aid batteries leaving him deaf • The fact he had not attended any activities as no-one had thought to show him where they were • The newspapers he wanted on the weekend were not provided but we were still presented with a bill that was not itemised for papers • Incontinence pads I had provided had not all been used and he reported a carer had been “frustrated” by him wetting the bed. • No moisturizer (the tube was still intact) put on his legs to help protect them from ulcers • “Care not always given with good grace”, I have not asked my father what this meant as I thought I would be too upset by his response After writing my letter I discovered that on the day he was leaving the care home he was still in his pyjamas at 1030am, which I have never known before. The consequence of this was he missed the morning at his club. He has said that he would not return there and luckily we have been able to find an alternative that offered the care that they said they would.

My husband called in to see the home manger some 46 days after the original complaint and was told “I know all about that, I will be writing out tonight” – nothing has been heard. This does not comply with their own complaints procedure. We are now at 61 days and I have given up any hope of being treated with any professional courtesy by Park View and so now want to share our experiences to warn others. My father was NOT treated with respect or dignity and was not provided with the care that was promised and paid for.

So despite the text book response from the home manager the "copy" response has still not arrived with us three weeks later and she has not called us to see if we are satisfied. To say there has been a change of management is puzzling as she has been in charge for the entire period we are expressing...

My wonderful Grandma was placed here after we looked all over for somewhere to support her dementia as was not allowed to return home from hospital after a bad fall. She remained very frightened and confused for the duration of her stay. Some of the staff were genuinely lovely, attentive and patient. I did however on one occassion witness one of the carers being abusive and bullying towards her. I lodged a complaint, but the management negotiated hard and encouraged me to accept it was just one bad egg. The said staff member though continued to be employed, which in hindsight I should have stood my ground and demanded a full investigation. That horrible person was a bully and would have been better suited to a job packing boxes on a factory line with no human contact. Sadly my grandmother deteriorated fast in there and died after only 2 months at Park View.

Plus points - cafe with activities for the residents. Facilities new (for now) Lots of security to prevent any wanderers...

We removed our family member from here, totally impersonal, nobody knew Mum or her ways so was left isolated. Comms we’re disgraceful, once 6 weeks for a reply to a letter. Weekly promised updates never came, falls not advised about and the list goes on. Just a company to tied up in their systems rather than personal care. We complained that a picture frame was missing, it was never found. Then 4.5 Months later we found it behind the dressing table, what cleaning standards ! 3 Months after we had moved Mum pictures of her were being posted as daily activities, clever that. As I said we removed Mum to a smaller, more personal home where she thrived after receiving care and attention.

They have fabulous activities...