"Thanks but long way to go"

My mother in law has moderate/advanced dementia but is still living independently in her home supported by her family.  We are finding it tough! My mother in law attends the Day Hospital and receives additional support once/week from CPN team, which we are most grateful for. Today I received a call from the Older People's Social Work Team at New City House after months of waiting, sadly to be told mum does not yet meet the criteria for support as she is not yet critical enough.  The person who shared this with me was kind and compassionate (Matt).  He explained things and signposted me to the Social work contact centre to enquire about a Community Alarm and to request a telecare assessment, in view of concerns re her safety.

As a meeting at work had been cancelled, I used the opportunity to follow this up straight away and contacted the call centre, where the lady took the details required for the community alarm installation. Unfortunately she was not able to follow up on the telecare assessment and there was then a bit of confusion around who I should be speaking to, but that's not the story I am interested in telling! 

I then received a call again from another staff member from the Older People's Duty team and I am gutted I did not catch the lady's name (sure it begins with H)!  She did tell me but I have forgotten!  She started by apologising for the confusion caused by the earlier call (good start), she listened to what I had to say, she was understanding, compassionate and empathetic. I felt human and enabled to speak for a bit about how tough this situation is.  She offered a range of information and advice and will follow it up by sending some written information out.  She has arranged for a telecare assessment to support us to keep our loved one safe and she recognised the importance of this happening quickly. 

I mentioned feeling a bit down heartened by our system, which responds to crisis rather than pro actively supporting people to remain at home for longer. She acknowledged what I said but maintained her professionalism.  

Having reflected since the call it has left me thinking - I get the politics and I get the system but it has left me worrying for the people in the system who do understand the real problems but are limited in what they can do. We have a long way to go but I want to say thanks to the person I just spoke to.  Please keep doing what you are doing - it might seem like a little but it makes a big difference.

Thanks