"Unexplained personal questions"

About: Elite Care (Scotland) Ltd

(as a relative),

My mother has been using Elite Care services for around three years, the carers are fantastic and she is really happy with them.

However, she was distressed when someone from Elite Care visited her recently (not a carer) and asked her a lot of personal questions without explaining why the information was needed. I too cannot understand why this information would have been needed as we gave lots of this information when my mother started to use the care services. I’ve tried to call Elite Care to find out more but am getting a continually engaged tone.

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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.

From what you have said it would appear that there was a recent review of your mothers support. These would normally take place every six months and are usually carried out by one of the more senior members of staff. Recently there were some changes made to the support paperwork that includes risk assessments and the personal details that you refer to.

Elite care are currently in the process of moving over to this new paperwork which was introduced by our parent company Prestige Nursing + Care. The paperwork is far more inclusive and detailed that what we have previously used and I think it is this extra detail that will have alarmed your mother.

It is disappointing if the person carrying out the review didn't explain in full the extent of the paperwork involved and reason for all the questions. This is something that all managers will be reminded of for future reviews with our clients.

If you are still having difficulties in getting hold of someone by phone try 01382 223559 or 01382 229171 and ask for Rosie Coutts if the service is in Dundee or Perth & Kinross or if in Fife call 01334 476262 or 01334 472834 and ask for Susan Reid.

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