Poor experience with Lillyfields Car Agency
From the beginning communication in June 2022 with the Agency was challenging, and as time went by and our Mother’s condition deteriorated, this lack of communication made the situation worse.
Basic protocols were not followed. We were concerned that records on the whole were not maintained so that handovers would have been compromised if one of the family had not been present. An example of this is that following a brief visit to sign the contract, it took eighteen months for a member of Lillyfields to visit in order to complete the New Client Assessment.
The quality of Carers varied enormously. Personal care of our Mother on the whole was satisfactory. However, when we reached end of life care with our Mother there was conflict between the nursing and medical agencies and the carer. Administration of prescribed medication, nourishment and personal care was challenged which was deeply distressing to us, and we had to ask the carer to cease helping our Mother.
Following the death of our mother, we had no response or acknowledgment from Lillyfields.
Reply from Lillyfields Live-in Care
We are truly sorry to hear that you had a negative experience with Lillyfields. We take all feedback seriously and are constantly striving to improve our services.
While we acknowledge there were some communication challenges during this time, we feel it’s important to clarify a few points. By the time the client’s care needs began to change, we had already implemented a new management team who visited the client’s home on multiple occasions to assess and address the situation.
Regarding the care team, we had two dedicated carers in place who worked together to ensure consistent care, covering for one another as needed. We are uncertain about the specific concerns raised about their performance, as we received no formal complaints during this time.
Additionally, after the client’s unfortunate passing, we did reach out and talk to the family.
We deeply regret that our efforts fell short of your expectations. However, we remain committed to providing the highest level of care and to learning from any feedback to enhance our services in the future.
