"I wasn't involved in decisions about my care"

About: Alpha Homecare (Scotland) Limited North Ayrshire Council - Three Towns, North Coast and Arran

(as a service user),

I had the reablement service after I was discharged from hospital. It was a brilliant service, two girls came together, they were really good and had obviously been doing it for a while. It was a good support to have coming out of the hospital. The girls took time to talk to me and find out what was going on.

This service stopped a week ago and I now have carers coming in from Alpha. I feel the service stopped very suddenly, I wasn’t informed about it or part of any discussion about what would happen next.

It’s one girl that comes at a time with Alpha and I have had 6 different girls so far. Some of them are very young and I feel quite uncomfortable when they are getting me ready for a shower. I feel they can’t have a lot of experience. The girls are good but I feel awkward.

I feel it was also a lot easier with two people, the girls now are under a lot of pressure to get me showered, dressed and have my breakfast. There is not enough time, it’s too rushed.

I think the girls need more awareness of a person’s needs and wishes (and not just their physical needs) – e. g. what makes a person feel uncomfortable.

I think the girls need more time to get everything done.

And I also think I should have been more involved in discussions and decisions about my care.

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Response from Tony Fisher, Team Manager, North Ayrshire Council

picture of Tony Fisher

Dear jj22,

Many thanks for taking the time to contact us about your experiences of the Care at Home Service that you receive.

I recognise that the majority of issues appear to be with the services since you moved from the Re-ablement Service and I sincerely apologise for the lack of dialogue with yourself in terms of the services that you now receive.

I would be grateful if you were able to contact us to discuss this matter further with you so that we can address the issues that you have raised?

Please contact Kerry Logan, Team Leader on 01294310222 so that we can arrange to look at these issues further.

Many thanks for getting in touch with us and I look forward to resolving matters to your satisfaction.

Best Wishes

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