Que faites-vous si les soins de votre client sont négligés ?

It is possible to define bad customer service when the experience is not what the person expected. In other words, the company does not meet customer expectations in relation to doubts, requests, waiting time for solutions or even contempt in interactions and other issues. To do this, it must continually improve its processes, investing in the best professionals.

Be vigilant in recognizing potential signs of neglect, such as changes in your client’s physical condition, emotional state, or environment. Early identification is key to preventing further harm.

Notice any unusual behavior or conditions in your client, such as unexplained injuries, poor hygiene, or sudden changes in mood. These could indicate neglect.

It is essential to establish non-personal processes to assess clients' experiences. This kind of assessment can support the proper identification of frictions, misunderstandings,s or problems of any kind to be managed and solved. This also allows for non-aggressive communications and solutions directed to mutual conciliation and satisfaction.

a. Caregiving, whether for children or adults who need it because of illness, accident, or frailty, is similar. Sometimes, it is routine stuff; other times, it requires higher training and experience.  b. People understand caregiving. They don't comprehend that caregiving is any time you are helping another person with some level of daily living activities.  c. Most people don't have a care plan, whether a caregiving insurance plan or reserve funds set aside to pay for caregiving, whether at home or in a care center.  d. Many believe their health insurance, Medicare, Medicaid, or veterans benefits will provide prompt and comprehensive care services.

Document your observations meticulously, including dates, times, and descriptions of any signs of neglect. Photographic evidence, when appropriate and legal, can also be powerful in substantiating your concerns.

In the state of Colorado, it’s not a mandated reporter’s responsibility to “collect evidence.” Suspicion of abuse/neglect needs to be reported within 24 hours in most cases. This can be done through the state hotline, the police or local human services office. From there, the agency notified will discern if there is enough evidence for a case to be open. Always report.

f. Most people never take a course or courses in caregiving or have legal plans in place, such as wills, medical and legal powers. Many don't have their documents in printed form, in a place where information may be located, or in digital format. Passwords also matter, as most of us have our financial transactions and monthly payments on the internet. (There are bills I still pay by check). Recently, I had to update my credit cards. I forgot how many accounts I have that needed to be updated.  g. Family issues. Social workers, Care Consultants, and Gerentologitst consult with families about caregiving planning and issues.

Immediately report your observations to the appropriate authorities or supervisory bodies. Be clear, factual, and detailed in your communication to ensure your concerns are taken seriously.

It is imperative, especially if a mandated reporter that: 1) the information & observations be reported to the appropriate investigative agency in your state/country and not personally initiate the investigation- it can be unsafe, may impede the investigation (by LE, APS, CPS/CFS),may place the individual at further risk. 2) With some agencies, the agency is not required to report back to the reporting party of the findings due to confidentiality. 3) Take note of & document all observations, conversations, parties involved, and contact info -number, name, & address/location 4) Become familiar with the various forms of abuse & your reporting responsibilities as a mandated reporter, non-mandated reporter, & your employer’s guidelines

Work collaboratively with your team, the client, and possibly their family to develop a comprehensive care plan that addresses the identified issues. Ensure the plan includes clear, measurable objectives and responsibilities.

h. Family issues. Who will take responsibility for a person's caregiving? My mother took responsibility for everything; my sister lived nearby and would do things for her if requested. For most of her time needing caregiving, my mother made 'all the decisions.' We were fortunate. Many families need to make decisions for their parents or friends.  i. Family dynamics. Adults carry grudges and hurts, which are often not resolved.  People may resent if they are appointed the caregiver only to have a family member or in-laws who offer profound recommendations without taking responsibility.

Continuously monitor the situation and the effectiveness of the implemented plan of action. Regular follow-ups are essential to ensure that the quality of care improves and remains at an acceptable standard.