"I would like to improve continuity of my care at home"

About: North Ayrshire Council - Three Towns, North Coast and Arran

(as a service user),

I have carers from the council. They normally come just for 15 minutes each morning but on two days each week they come for 30 minutes and help me have a shower.

The carers can come anytime between 9. 10am and 11am. There is no continuity with the carers but the girls themselves are good. On the mornings when I need to sit waiting in my night dress until 11am for my shower I can’t get ready in time to go to my lunch club. I want to change one of my shower days to a Saturday to avoid this; this wasn’t possible before but now the council have more carers who work on Saturdays as they have taken over carers from a private company.

I’m taking a lot of medication which means it’s really important that I have a clear routine; some pills I need to take with food, some before or after so I need to know when I’m going to have my breakfast. I’ve been trying for six months to improve my appointment times with the office but I’m still having problems.

I had an accident recently and the district nurse was coming to my house to dress my wound. She had to do this after I had my shower. The carers were supposed to come earlier to make sure I was ready when the nurse came but it didn’t always happen. Sometimes the nurse came and had to leave and come back again later. Now the nurse has finished my showers are back to being late every day.

I spoke to the office again after this and they said they will try to improve things. They are going to aim for my visit to be 10. 15am every day; this hasn’t happened yet but would suit perfectly. They also said I can have a shower on a Saturday. We will need to wait and see.

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Response from Tony Fisher, Team Manager, North Ayrshire Council

picture of Tony Fisher

Dear keepfit,

Many thanks for taking the time to contact us regarding your experiences with regards to your Care at Home Service.

I am disappointed to read that you have had some issues that have led to you having lost a bit of faith in the services we provide and I do apologise for that.

I do however note, that you have had some further dialogue with someone in the office and I hope that they have been able to resolve the issues that you have highlighted with particular reference to the times of your visits.

Please note that one of the Team Managers would be more that happy to discuss this matter in greater detail if that is of any assistance to you? If so please contact us on 01294310222.

Once again, many thanks for getting in touch with us.

Best Wishes

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