"Poor administration of service provision"
About: Elite Care (Scotland) Ltd Elite Care (Scotland) Ltd St. Andrews KY16 9XG
Posted by papiotos (as ),
My mother has been receiving care in her home, provided by Elite Care. The quality of the care is excellent but there are issues with the completeness of the weekly care visit schedule that is meant to be sent to her in advance of each week.
This schedule should show the time and length of each visit and the name of the carer who will attend. There are often omissions in this list, caused by staffing problems I believe. This means that there can be care visits at a time not known to my mother. Although the carer who attends is normally one of my mother's regular carers, this has not always been the case, ie a carer who is not known to my mother has attended at a time not previously advised.
This is highly unsatisfactory on several levels, not least safety. I can understand that there may be occasions when not all information is available when the schedule is drawn up. However, this should be an unusual situation but it is happening regularly. Also, when it does happen, I feel that Elite should then communicate the details as soon as they are available and advise my mother, most certainly before the day and time of the visit. It should not be left to me or my mother to chase for this information.
When I phone Elite to ask about these missing details I am often provided with the information, who will attend and when, over the phone. This begs the question, why has this not been passed on without me having to phone?
While Elite are very apologetic when I phone to raise concerns, these situations persist. I feel that Elite do not fully appreciate the seriousness of this failing and the impact it has on their customers.