"Unfortunately this has been very unreliable"

I am writing about my dearest friends who are too dependent and Ill to be able to tell their own story.  They are in their late 60s and early 70s.  They have been married for over 40 years and remain devoted to each other.  

She is on a waiting list for a lung transplant having already survived lung cancer by 18 years.  She relies on oxygen therapy and has to use vpap for around 16 hours a day so is in bed for around 16-18 hours a day.  She can manage to walk a maximum of 15 feet but is extremely breathless doing so.  

He is her devoted career but he has quite severe Parkinson's .  He is prone to falls and is very slow but can make hot drinks, snacks and heat frozen ready meals when well.  His other daily jobs include emptying and cleaning their commode , washing her vpap equipment daily as advised by the cpap clinic and other jobs such as taking drinks up and down for her.  

He is now acutely incapacitated with what the GP and physio say is a ham string injury.  He is mostly confined to bed and unable to provide even the  most basic of care for her.  The rapid response team have been going in supposedly daily for some weeks now.   Unfortunately this has been very unreliable as either , at worst, nobody turns up or at best, somebody turns up but only stays long enough to make a cup of tea and to empty (but not clean) the commode.  

Apparently my friends have had an assessment but have no idea what this means or what is being provided by whom or when.  They have been left feeling that they are a problem that nobody wants to help.  What is happening here?  Why are two people being so let down by this service?