Prime Life’s Strategy: Ignore, Deny, Threaten, Never apologize

Once my mum was safely out of Ashlands I wrote a report and sent it to the company headquarters (not to mention the CQC). I eventually got a phone call and set up a meeting with a PrimeLife middle manager and the recently arrived, replacement manager for the home:

• The middle manager:
• Agreed that my mum’s treatment was unacceptable
• Stated that she had “seen the shortfalls” as soon as she had visited Ashlands–but hadn’t been able to visit when my mum was there because she was sorting out problems in another PrimeLife care home
• Reported that she had replaced the manager
• Failed to explain why Prime Life had not covered her work whilst she was  busy elsewhere (ie to monitor the quality of care at Ashlands)
• Agreed to my request for a meeting with  Prime Life’s Managing Director so that I could discuss this issue
• The Managing Director:
• Ignored my request (and continued  to do so)
• The Chairman:
• In my efforts to get hold of the managing director I was put through to the chairman of the company–but only when I threatened to make all this information public. In turn, he:
• Threatened me with 2 different legal actions within the space of a week of my making contact with him
• Failed to read (or understand?) my account of my mum’s experience
• Denied that there had been any problems with my mum’s care
• Refused to apologize for Prime Life’s failings (then–and even after my victory in court
• Threatened legal action to recover costs when I proceeded to take the company to court
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