A discussion meeting was held between residents and facility staff on Friday, September 14, 00 from XNUMX:XNUMX p.m. We would like to introduce the opinions we received from the participants.

Voices from participants

① I want to go on a trip once a year

② I wish the bath water setting was hotter.

3) I have used two other facilities before, but the food here is better than there, I get a drink when I wake up, and I also get a wet towel, so I am very happy every day.

④ (Looking at the painting on the wall of the multipurpose hall) What is this painting?

⑤The karaoke machine here has a function that gives you a score, so when I use it, I can get 95 points or more, which gives me confidence. If possible, I would like to increase my karaoke recreation to three times a week instead of two.

6) Things don't always go according to the facility's schedule, so please distribute snacks and other items as close to the time as possible.

⑦I really admire the nutritionists here who plan meals for over 90 people.

8. The recreational activities at facilities tend to be similar, so I would like the menu to be expanded.

9. I am happy that I can still chant sutras even though I live in a facility.

10. Wouldn't it be more efficient to separate the people handing out snacks from the people who need to use the toilet?

⑪Respect for the Aged Month was fun.

⑫I like dancing, so I'd like to do something like that.

⑬People are now washing the bathtub more gently than before.

Thank you for all your opinions.

We will use your valuable feedback to improve our services. We will also report your feedback to the third-party committee.

Wago Complaint Resolution Committee

When I visited him, he said it hurt when his feet were washed in the bath, so I was worried.

There are some staff members who are allowed to bring gifts and others who are not allowed to do so I would like this to be unified.

When I visited him in June, he was wearing a cardigan that belonged to a different resident. I had brought summer clothes with him before, but he wasn't wearing them when I visited him and he kept saying it was hot, so I quickly bought him summer clothes and brought them with me. From now on, I will write his full name on his clothes.

[Complaint remediation status and results]
Standardize the way you wash your feet by using foam.
Re-inform staff about the gifts.
Assist the person by asking them about their clothing, and make sure any new clothes and chest of drawers are clearly labeled as theirs to avoid confusing them with someone with a similar name.

On July 5, 7, we held a discussion meeting with nine residents.

So I received the following feedback.

<About staff>

I would like the start of radio calisthenics and other exercises to be at 9 o'clock rather than later.

Please serve tea with meals just before the meal.

Some of our guests have poor eyesight, so please explain the menu to them.

We don't want them to go out, but we do want them to have more fun within the facility.

I would like you to do karaoke because there are people who enjoy it.

I want more events and fun.

It is difficult to ask favors from people who are using computers or writing in the dining area.

I'm grateful that they will call out to me if anything happens at night.

I can only be grateful.

I want to become closer to the staff.

<Requests to the facility>

Is it possible to meet and talk face to face during the visit?

It's been two months since my sister passed away, so I want to go to her first Bon festival.

I want to see a period drama that isn't shown on TV.

I want to breathe the outside air, not just the inside of the facility.

I want to go to a coffee shop and have coffee and cake.

<Message from the facility>

A memorial service will be held on July 7th.

The summer festival will be held in early August.

The next event is scheduled to be held in January 2024.

[Complaint resolution]

- Make efforts to understand the situation and work with staff and residents to improve care and understanding for people with dementia.

-Hold study sessions among staff members.

I want to meet my grandmother in person and let her touch my great-grandchildren (ages 2 to 3).

Since the coronavirus outbreak, we haven't been able to do that even once.

I would like to be allowed to visit if the antigen test is negative.

There was an appeal for something to be done about the lack of visitation until just before death.

[Complaint remediation status and results]

After listening carefully to his feelings, I explained that it was difficult at this time to meet in person, and he showed understanding.

The day before, a message was sent via LINE to the night shift staff's dedicated device stating, "Please bring urinary pads or disposable underwear with you when you visit the hospital," but the message was not conveyed on the day and no action was taken.

[Complaint remediation status and results]

Regardless of whether it is the day shift or the night shift, the contents of communications on devices owned and managed by the facility will be regularly checked.

After checking, the person on duty that day will be handed over and informed, and appropriate measures will be taken.

I don't want to be kept waiting when I press call.

[Complaint remediation status and results]

Respond to calls as quickly as possible.

If a call cannot be answered, we will hand it over to another staff member and create a system to answer the call.

The client's care manager called and said, "I didn't receive a phone call yesterday about the pick-up time, but is it okay to start short-term use starting today? The family contacted me and said they were worried because they didn't know what time you could come to pick them up, so please be sure to contact us."

[Complaint remediation status and results]

We received a similar complaint on January 1th, and despite making sure everyone was aware of the need to contact us, we regret that we made the same mistake again.

We will once again reflect deeply on this incident and take every precaution to avoid making the same mistake again.

The Ogaki City Hall Long-Term Care Insurance Division received a complaint from the family of a resident that "bathing is only available in showers," so they called to ask us to confirm the facts and take appropriate action.

[Complaint remediation status and results]

Currently, there are a total of eight people who only take showers.

① Of these, four people (two men and two women) requested only a shower.

② In addition, one individual (male) complained of severe itching on his skin and was constantly scratching it, so it was decided that it would be better for him not to warm up in a bath but to take a shower instead.

③ For two more individuals (two women), their ADLs have declined and they are unstable when sitting, so they have been receiving showers. However, we will reconsider the possibility of receiving a mist bath while lying down (previously this was deemed difficult due to their kyphosis (curved back)).

④ Finally, one person (female) stated that she did not want to use the circulating mechanical bath installed on the second floor, which allows users to bathe while in a seated position, and as per her request we had arranged for her to take a shower instead. However, after checking with her again, we decided to have her try out the mechanical bath on the third floor, which allows users to bathe while in a seated position.

As mentioned above, for those who choose to take showers due to their own wishes or physical condition, we would like to check with them on a regular basis in the future and provide them with bathing options that meet their needs.

Around 4 p.m. on January 1, 21, a photo was sent along with the invoice, but the photo was of someone other than my mother.

The family called and asked us to make sure the person was entered correctly.

[Complaint remediation status and results]

I apologized over the phone and when the item was brought to me, and told them we would take extra care to avoid making any mistakes in the future.

The documents sent together with the invoice are placed in the individual user's mailbox, but it is believed that this occurred when the wrong documents were placed in the mailbox.

We will be sure to take extra care not to put the photos in the wrong place in the future, and will take measures such as writing names on the back of the photos or attaching names on sticky notes to prevent this from happening again.