"Great care but it took 9 months to get it working"

About: Alpha Homecare (Scotland) Limited North Ayrshire Council - Three Towns, North Coast and Arran

(as a service user),

Since my stroke 2 years ago I’ve had carers to help me at home. At the moment I have Alpha Homecare four times a day; 1 hour in the morning, ½ hour at lunch, ½ at dinner and 15 minutes at night.

I used to have 2 carers in the mornings for 45 minutes and it wasn’t working. There wasn’t enough time, they would have their jackets on while I was rushing trying to finish my breakfast. I asked Alpha for 15 more minutes but the girl that does the rota wasn’t willing to change my hours. I asked my social worker who said they would look into it but nothing happened for 9 months. At the end of last year I got a new social worker who got it fixed right away. She came out to my house to assess me with an OT, said she would get in touch with Alpha and phoned me within an hour of leaving my house with a solution. Now I get 1 carer in the morning but for 1 hour.

I feel my first social worker should have reacted: said they were doing something but I don’t think they did. Not if my new social worker could fix it so quickly.

The system I have now with Alpha is terrific, the girls I’ve got are brand new

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Response from Tony Fisher, Team Manager, North Ayrshire Council

picture of Tony Fisher

Dear steveston,

Many thanks for taking the time to contact us regarding your experiences of the Care at Home Service that you receive.

Please note my sincere apology for the lack of communication that appears to have slowed your service provision down or may have blocked changes to your service being amended.

If you wish me to investigate the communication breakdown further on your behalf, please contact me on 01294310222.

I am glad that the care provision that is in place now seems to be meeting your needs and I hope that you continue to find satisfaction with the service.

Once again, thank you for taking the time to get in touch.

Best Wishes

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