"My father's care"

About: Elite Care (Scotland) Ltd

(as a relative),

The care worker seems to be arriving layer and later each day; he expects his lunch at 12. 00, it is now 12. 15 and a care worker has yet to arrive. This has 'knock-on' effects for the rest of the day,

The weekly schedule is often inconsistent and therefore difficult to use as a planning tool (when the NHS oversaw his morning care they kept us abreast of timings etc by a phone call (if and when needed) which was much appreciated and very useful).

I have to be pro-active and phone the office for information and explain each time who I am, address etc which is very unprofessional.

Elite is fortunate to have such patient and friendly staff who seem to have to apologise more often these days; surely the management should take more responsibility in this area.

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Responses

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

Thank you for bringing this to my attention and for taking the time to share your experiences of Elite Care with the wider community. I do need to apologise for the inconsistency that is being experienced by your father in regards to his lunch visit.

I feel that you do need to take this concern directly to one of the service managers; Susan Reid for the Fife service on 01334 476262 of for Dundee and Perth & Kinross it is Rosie Coutts 01382 562945. Alternatively you can call myself on 01334 472834 or 07713 374709.

Visit schedules should be posted out weekly in advance of the visits and ideally with no unfilled visits showing, all branches are working hard to have consistency in regards of the visit times and continuity in regards of the worker attending.

If you feel this is not happening then I am more than happy to hear about that and discuss it further. Any changes that then occur to the schedule that is sent out should be notified to the client or family in advance of the visit affected.

There is an accepted 15 minute window permitted by most local authorities to compensate for the occasions where workers are running late but anything over that should be notified to the client if the office has in turn been notified by the worker that they are running late.

I would like to end by saying that where management is aware of specific failings they do take responsibility for their service and would be more than happy to discuss this with you.

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