"I think lack of communication causes much of the problem"

About: Adult Services, Resources - Housing Support and Care At Home Service

(as a staff member posting for a patient/service user),

The carers I usually have in the morning are always on time as they know I have to be ready when the bus arrives to take me to the daycare, which is important to me as I don’t get out otherwise.

When the usual carers are on holiday or off sick other carers are sent who do not know anything about me, basically strangers. They usually are late so I don’t have time for my shower which I cannot do myself.

If the bus arrives and I have managed to dress myself I am unable to put my shoes on (my husband tries to assist me but he is not able to manage and this causes stress between us).

I would like to change how the staff communicate as I think lack of communication causes much of the problem and perhaps the staff reading my care plan would help as when this happens it causes me to feel frustrated and worried.

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Response from Fiona McKay, Fife Council (Commissioner)

Thank you for taking the time to give us feedback, I am sorry that we have not communicated well with you, I realise this can be frustrating and annoying when your usual carer is on holiday or unable to attend work.

It is always our desire to ensure that people receive care at the right time, but as you highlight this sometimes does not happen. If you want to contact me directly I can arrange for a member of the Homecare team to contact you to discuss the concerns you have.

We are committed to improving our service and always welcome feedback so that we can learn and improve, so thank you.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful