"It would be great if carers could always come at the same time"

About: Elite Care (Scotland) Ltd

(as a service user),

I used to have a wonderful domestic who came very regularly. Now I have carers and hardly know who is coming. During the last two months I have had 2 different people coming each week –one on Tuesday and another on Friday. The carer on Friday generally comes at 10: 40 but last week she was not able to come then as she had been sent elsewhere first. By the time she did come to me she was exhausted and really unable to work – it would be great if she could always come at the same time, earlier than 10: 40 if possible.

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

Thank you for taking the time to bring your concerns to my attention. As with most organisation providing a care at home service we are always striving to improve on consistency and continuity. It would be unfair of me to say anything other than that this has improved dramatically over the past 12 months, however it is also fair to say that at times we don't always get things right. Occasionally we will have to prioritise certain visits and possible late cancellations from staff can force unintended changes to both the time of the visit and the member of staff attending, I would hope that if this is the case that the client is notified in advance. It is disappointing that the worker you mentioned was 'exhausted' and unable to effectively carry out her tasks. I hope this was something that you brought to the attention of your local office at the time.

Ensuring that all our clients experience consistency in their visit times and continuity with staff attending is something that we are constantly working on and looking to improve. We are currently increasing our workforce and providing encouragement around regular fulltime routines both of which will greatly assist with consistency and continuity.

If you feel that things don't improve for yourself I would encourage you to speak to your local office, equally you can also contact me directly on 01334 472834 or 07713374709.

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