Receiving a Complaint

Conversation between care giver Peter and Mr Brian Wilkins, the son of care home resident James Wilkins. 

Situation: Mr Brian Wilkins approaches Peter (care giver) with concerns about his father Mr James Wilkins. James Wilkins is a resident at the nursing home and he is entering the later stages of dementia, resulting in his inability to remember things becoming more more frequent. He has also been losing weight. The situation is proving a little difficult for his family to deal with.

Audio: Listen to the audio file here.

Grammar points:

Relative clauses

Persons: Peter (caregiver), Mr Brian Wilkins (son of resident)

Location: Mrs Rose’s room within the nursing home

Mr Wilkins: Hello, it’s peter isn’t it?
Peter: Yes, I’m Peter, is there something I can help you with?
Mr Wilkins: Well, I can see that you’re a little busy, but I would really like to speak with someone about my father. Can you help?
Peter: I’ll do my best, shall we just step into this room for privacy?
Mr Wilkins: Yes, of course.
Peter: So what is it that I can help you with?
Mr Wilkins: This is not very easy to say, but I have a number of complaints I’d like to make.
Peter: Would you like me to fetch Mrs Rose for you? She may be in a better position to respond to your complaints.
Mr Wilkins: That won’t be necessary at this stage. It’s just that the girl who looks after my father in the evening is not very kind. My father also thinks she is taking things from his room.
Peter: I’m sure that’s not the case Mr Wilkins. The girl you mention, her name is Gail, is a very experienced and trusted carer.
Mr Wilkins: She may be, but my father is not happy with her. My father had a book, I bought it for him around two weeks ago, and now its gone missing.
Peter: I believe the book you bought for your father is inside your father’s wardrobe. He said he wanted to keep it there so it wasn’t collected with our own library books.
Mr Wilkins: Are you sure? My father said someone has taken it.
Peter: I can’t be completely sure without looking, but I can check for you.
Mr Wilkins: My father also said that he isn’t being fed properly. He said that he’s missing meals.
Peter: Again I’m not sure if that’s the case. I can say that your father hasn’t missed any meals while I’ve been on duty. Rachel, the lady who serves his food in the evening, will be here in around ten minutes. We can ask her if he has missed any meals.
Mr Wilkins: But it’s clear to see, he’s getting so thin. He’s always been a big strong man.
Peter: I’m sure he has Mr Wilkins, but he’s older now and less active than he used to be. His condition, especially at this stage, can also contribute to weight loss.
Mr Wilkins: It just seems so quick, he doesn’t look like the man he used to be.
Peter: I understand the nurse who met with you and your wife last month explained how your father might change.
Mr Wilkins: Maybe, I can’t really remember all of the details.
Peter: Would you like me to arrange a short meeting with the nurse so she can answer any questions you have?
Mr Wilkins: Yes, I suppose so. But what about the girl, Gail? My father is not happy with her.
Peter: I’m not able to comment about the performance of other staff. If you wish to pursue a complaint about a staff member you will need to speak with Mrs Rose. Shall I call for her?
Mr Wilkins: No, I don’t want to create a problem. I just worry about my father.
Peter: I understand Mr Wilkins, it’s a difficult time. But I can tell you that your father is being looked after by people who care about him. We all want him to be as comfortable as possible.
Mr Wilkins: Yes, I know that.
Peter: If you can wait a moment I will look for the book you asked about in your father’s wardrobe. The book you were looking for was in the wardrobe, as I thought it was.
Mr Wilkins: I guess my father was mistaken then. Maybe I was a little too quick to complain.
Peter: That’s perfectly fine, it’s important that you can talk to us. I will make a report of your concerns, the ones you raised today, and present it to Mrs Rose. I’ll ask her to arrange a meeting with the nurse to discuss your father’s condition.
Mr Wilkins: Thank you Peter, I appreciate your help.
Peter: I also saw Rachel when I fetched the book. She said that your father has been eating all of his meals, though you are welcome to speak with her yourself.
Mr Wilkins: OK Peter, I’ll speak to her on my way out.
Peter: And remember Mr Wilkins, you can always speak to a care manager, like Mrs Rose, if you have any additional concerns about your father’s well-being.
Mr Wilkins: I appreciate that and I will keep it in mind.
Project number: 543336-LLP-1-2013-1-DE-KA2-KA2MP - This project has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.