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Care company frustrations

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Siwheels73
Siwheels73 Scope Member Posts: 748 Pioneering
My wife and I have carers from a company in to help us twice a week, and we are getting hugely frustrated.

Don't get me wrong, the carers we have in are, on the whole, brilliant BUT the company are utterly appalling at communicating with us, or even acknowledging emails that we have sent them. Yesterday was the last straw when our usual help arrived with a trainee in tow. We could hardly turn the trainee away in the cold conditions around at the moment.

The company are a nationwide franchise, and I am not sure how to raise our concerns higher up the chain than just the local office. Does anyone have any ideas?

Comments

  • janer1967
    janer1967 Community member Posts: 21,964 Disability Gamechanger
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    Hi 

    Try and Google who is in charge of customer service of the ceo 
  • woodbine
    woodbine Community member Posts: 12,107 Disability Gamechanger
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    Agreed take your complaints to the highest level, having said that people do have to be trained even more so with the huge shortages of carers.

    2024 Election won

  • Siwheels73
    Siwheels73 Scope Member Posts: 748 Pioneering
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    We spoke to the Operations Director in the Summer. We felt that she pushed the Company point of view on one or two of our issues. She promised to pass our comments back, but 6 months down the line nothing has changed. It is clear that we are not being listened to or understood. We worry about those customers who are less able to communicate their concerns.
  • Siwheels73
    Siwheels73 Scope Member Posts: 748 Pioneering
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    @woodbine, we have no problem with the training of new carers - what we DO have issues with, however, is not being consulted about who comes into our flat.
  • Siwheels73
    Siwheels73 Scope Member Posts: 748 Pioneering
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    @Ada, thank you. Like I said, it is not the carers we get, it is the lack of respect we are shown.
  • woodbine
    woodbine Community member Posts: 12,107 Disability Gamechanger
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    @woodbine, we have no problem with the training of new carers - what we DO have issues with, however, is not being consulted about who comes into our flat.
    My dad had carers in his last two years, four times a day(two carers each time), cost him a small fortune, they was always two of them and very often they were different carers some trainees, but they had one thing in common they all did a fantastic job and treated him with respect and dignity at all times. Maybe he was lucky ? but somehow I suspect his experience was exactly the same as most people who need/have carers.

    2024 Election won

  • janer1967
    janer1967 Community member Posts: 21,964 Disability Gamechanger
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    I'm sure there will be a carers service ombudsman or something similar I will do some research tomorrow 
  • Steve_in_The_City
    Steve_in_The_City Scope Member Posts: 629 Pioneering
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    When I fall over and get taken to hospital, they always tell me I need carers because of Covid regulations. They don't tell me what these regulations are, and I have never had Covid. They try to make me have 4 carers a day. I think they are paid for 4. But I refuse point blank and insist on only 1. I don't have carers now, and I am happier that way. @woodbine I am glad your dad was well looked after, and I do know there are excellent carers out there. But my own experience hasn't been too positive. But there are good carers, I know that, so I am not going to argue!

  • SueHeath
    SueHeath Community member Posts: 12,420 Disability Gamechanger
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    I'd be the same @Siwheels73 got no problem at all with trainee's coming into my home, it's just the common courtesy of actually being asked if you mind. x
  • Sandy_123
    Sandy_123 Scope Member Posts: 55,642 Disability Gamechanger
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  • Hannah_Alumni
    Hannah_Alumni Scope alumni Posts: 7,912 Disability Gamechanger
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    That's so frustrating @Siwheels73 :(

    I echo getting back in touch to make a complaint, I know that you felt it went no where before but having a paper trail or call logs and complaints will help you if needed.

    I would also recommend speaking to your Local MP as, although this is a nationwide company, I think your MP would be able to help direct and open communication as it is care in their constituency. 
    Hannah - She / Her

    Online Community Coordinator @ Scope

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  • Steve_in_The_City
    Steve_in_The_City Scope Member Posts: 629 Pioneering
    edited December 2022
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    @Ada Years ago I worked for a short time in a care home. It was very hard seeing how people were treated, and emotionally I wasn't tough enough to deal with it. There was no one like you to befriend new arrivals, to ask them to have tea or lunch. One day a man who was newly blind arrived and I had to take him to his room and settle him in. I knew he was frightened and insecure and he held on to my arm and I walked him very slowly to his room and settled him down. Although he was more or less blind he was easy to talk to, and he told me he was just a nuisance to his sons and daughters. I felt really sad for him. I was only about 20 and I just couldn't cope with it, even though I came from a very hard background. I was told off for treating him so gently. I found the attitude appalling.  Anyway, it was Xmas Eve and he asked me to have a drink with him.  I said it wasn't allowed. He said he was going to die on 27th December. He said he had enough. He was going to do Xmas Eve, Xmas Day and Boxing day, and that was it. I said don't be daft and he said just go and get my bottle of Scotch. So I had a drink with him and he said goodbye to me and he died on Dec 27th just like he said he would. I think about him every Xmas, and I wonder why his family were so uncaring and why we just can't care for people?
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