"Social Work Care at Home referral: still waiting"

About: Adult Services, Resources - Housing Support and Care At Home Service

(as a carer),

Following a meeting with my mother's social worker in late March, I received a letter stating that a member of the Care at Home team would be in contact with me within 5 working days. It is now over a month since I received the letter. When I phoned to find out when I would be contacted as I was told that this is a standard letter and that the case is yet to be allocated.

Why send out letters which raise expectations unnecessarily and cause additional work for teams?

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Response from Fiona McKay, Service Manager, Social Work, Fife Council (Provider)

Hi, my name is Fiona McKay, I am the Service Manager in Social Work. I am sorry that your referral for a home care assessment has not been dealt with within the timescale and this has also not been followed up. If you could contact me directly via either email on Fiona.mckay@fife.gov.uk or by telephoning 03451 55 55 55 Ext 44 59 78. I can look into this matter.

We know that it is important to keep you informed of what’s happening with arranging support for your mother. The standard letters were devised based on feedback from others in similar circumstances. Although we aim to meet the timescales, sometimes, unfortunately we do not, based on demand at a particular time or in a particular service. We try to advise in advance where are unable to meet the timescale because we know that communication and keeping in touch is important to the work we do and to managing your expectations. Obviously, in your case, we have failed to do this.

We will re-look at the process for issuing standard letters and their content. We want to be sure that they are appropriate and timely, to avoid circumstances like yours from happening again.

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