"Failure of service"

Having suffered a spinal lesion two years ago which left me wheelchair bound, I have been fortunate to be provided with a wheelchair-adapted property, the keys of which I received more than eight months ago. At this point an application was made on my behalf for the care package I would need to live with as much independence as possible.

It will be no news to anybody that it's taken some time to find a care provider to take it on, but on the date set for my moving into the property I was informed that a device I require for personal care, a Stedy Hoist for those of you familiar with the tools of the trade, had not been ordered and could not be until both I and my flat had been assessed by OT or District Nursing. It would seem that I am caught up in a standoff between these two agencies over who provides this equipment, and consequently assumes responsibility for inspection and maintenance, and my case had been batted back and forward a number of times during this period. It was only when my move had been postponed that someone had the decency to step up and set the wheels in motion so that I can get into my new home soon.

This has been disappointing and irritating to me. I can put up with my current arrangements a little longer but to someone whose heart was absolutely set on getting home it could be devastating. I've worked with OT before and been very grateful for their input, and while I've as yet had no professional contact with DN I'll be surprised if I don't find the same motivated and committed people I've encountered elsewhere in the profession, so I have to hope there's some embarrassment about this. Letting patients down has to be the primary consideration but there's also the financial cost: as I understand it for the period of delay the Trust is paying the lion's share of my care home fee (I pick up the rest) while simultaneously paying a care provider to do nothing. I can only hope somebody with the requisite authority determines the division of responsibility soon.

Should anyone at the trust respond to this, I'd be grateful if it could be explained why the published complaints line has a recorded message stating that the line is closed as part of the 'Business Continuity Plan'. I suppose I can imagine that customers phoning in to complain might upset the smooth running of the enterprise, but I'm not sure that's the message you intend to put out there?