"Good domestic help but messages not being passed on"

About: Elite Care (Scotland) Ltd

(as a service user),

Someone from elite care comes to help with domestic tasks, I found the service from her really very good.

However I do have a problem with the office. In April I was waiting for the person to arrive and help me, when it was 15 minutes past the time she should have arrived I called the office and they told me she was off sick that day. No one had called me before hand to let me know.

Then in May I was unable to be at home at the scheduled time for my next visit. I called the office 2-3 days ahead to let them know. They said they would contact the person who visits me to let her know. However I didn’t have the confidence that the office would call her when the said they would so I called again to check and they said they were still trying to contact her.

I actually had the mobile number for the person who comes round so I called her directly to let her know I would be out on the day they were due to attend. She said she had not had any contact from the office.

I am really happy with the domestic help but less so with the administration.

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Responses

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

Thank you for choosing to share your experiences of Elite Care with a wider audience. I am pleased that the support you receive is meeting your needs and is something that you are happy with.

Obviously I am less pleased with the communication or rather lack of communication between the office and yourself or to our support staff. This is something that office based staff are continually reminded of and the importance that effective communication has in our business.

On behalf of Elite I would like to apologise for the poor communication you have received and I will take the appropriate measures to try and ensure this doesn't happen in the future.

If you wish to contact me directly on 01334 472834 or 07713 374709 to let me know where you live I can address this concern with the relevant office staff, in the meantime I will be putting out a general reminder about communication.

Thank you again for taking the time to share your experiences with us.

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