"Great carers but problems with admin"

About: Carewatch (Inverclyde) (Ayrshire) (Dunbartonshire) (Argyll & Bute)

(as a service user),

I have a carer every night to help at dinner time. I can do everything for myself when I can sit down; I can sit on the toilet to wash and sit on my bed to get my clothes on. I have a problem with balance so need help in the kitchen to carry pots or take hot things from the oven. I also have a carer two mornings a week so that I can have a bath.

I have a great carer who comes every day except Tuesday, we have a great relationship and know each other well. She phoned the other day when her rota changed just to let me know it wouldn’t be her that was coming to my house. All the girls are good, the ones on a Tuesday and also the ones who come occasionally.

The issues I have are with admin. I thought this would get better when we moved from ILS to Carewatch but the problems are the same. We are meant to get a rota for each week but often this doesn’t arrive or comes on the Tuesday when I have my bath on Monday mornings and I don’t know what is happening. I know the carers also often get their rotas at the last minute.

The other problem is if something comes up, if I am invited somewhere and won’t be in for the carers. I don’t have a direct number for the girls so need to phone the office to tell them I won’t be home. Often the office don’t tell the girls so they still go to my house even although I'm not there. This isn’t right.

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Response from Anna Houston, Managing Director, CarewatchCarewatch (Inverclyde, Ayrshire, Dunbartonshire, Argyll & Bute)

Firstly my sincere apologies for the delay in responding. Thank you very much for taking time to feedback on the service we provide you, we encourage feedback, positive or negative, in any format.

I very much hope that the issues have been resolved and the service has improved, however if you still feel we could improve things for you, please contact us directly by emailing info@inacs.co.uk or calling us on 01294 608222 and asking to speak to the Quality Monitoring Officer who will arrange to visit you so that we can resolve any issues or concerns.

We are not able to give out employee personal phone numbers, I would ask that all communications come through the office. We now have more staff in the office with on-call officers working outwith normal office hours who will pass any information onto the relevent staff. We also now text staff as we found that leaving messages did not always ensure they got the message on time. This has improved communications, but I would be interested to know if you have noticed the improvement.

Please do contact us if we can be of any assistance.

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