"Care of my mother"

About: Elite Care (Scotland) Ltd

(as a relative),

The care my mother receives is on the whole excellent, however on occasion things go wrong causing upset and anxiety. The other day no carer showed up meaning mum was left sitting in her night clothes waiting for a shower. She hadn't had her medication and no lunch was there for her. Luckily I phoned her at lunchtime and discovered this, so I was able to contact the company and they did send someone out, four hours late. This wasn't the first time this had happened. I feel they need a better system for covering absentee staff and following up to make sure the visit has in fact been covered.

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Response from George Lang, Head of Services, Head Office, Elite Care (Scotland) Ltd

Thank you for your comment regarding the care offered to your mother by Elite Care. I would like to offer an apology for the circumstances that prompted you to make your comment.

As encouraging as it is to read about the positive aspects around the care it is very frustrating when things do go wrong. There are circumstances where workers have not correctly read their rotas or have been misinformed as to the visits required and this unfortunately leads to situations experienced by your mother. I am glad that we were able to respond positively once the branch became aware of the problem but our overall aim is to avoid these situations occurring in the first place.

In some of the areas in which we operate we have electronic monitoring in place which allows us to quickly identify if a worker hasn't shown up at the clients home and this is something that we intend to roll out across all our local authority areas in the coming months. This will hopefully prevent the situation that occurred with your mothers support happening in the future.

If you would like to discuss this in further detail I can be contacted on 01334 472834 or 07713 374709

Best wishes


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