"lack of communication"

About: Merseycare Julie Ann Ltd Services

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

Mersey Care JA suddenly stopped caring for my relative without any explanation. They didn't inform me the care had stopped & I only realised this when a new carer arrived for their regular call out time from a different care agency.

I rang the manager of MCJA who said they were short staffed & could no longer fulfill the contract. I don't feel I have ever received an honest answer from MCJA about the matter & was additionally upset when I saw a MCJA carer take on a new client over the road in the same week or two.

When I have tried to arrange meetings with MCJA, they have either cancelled at the last minute or not turned up. I worry about the impact this type of management has on other vulnerable clients who do not have family members to stand up for them.

Myself & my relative liked the MCJA carers & thought they provided the best care out of MCJA & other care agencies we have experienced.

I have since heard from various MCJA carers that they are not short staffed. I feel let down by MCJA who I feel like would be quite happy to see me & my relative forgotten.

Responses

Response from Merseycare Julie Ann Limited

I was very concerned to read your comments regarding your relative’s care package.

This is not something I recognise about our Company. It is not our policy to withdraw from a care package due to staff shortages and is also not something that Liverpool City Council would be happy with.

The only time this might happen is if there are mitigating circumstances such as a high risk to either the service user or the care staff in continuing to provide care, and in those isolated cases we would notify the service user and their advocate/s as well as their social worker and agree a suitable notice period, so that we could withdraw any service safely and responsibly whilst ensuring a safe transfer of service to another provider. To give further context, I must add that this has happened on just seven occasions in the 12 years I have managed the service, and we offer on average 500 new packages a year.

We also may not offer a care package to a new client if it was clear that our care staff did not have the right skills to match the needs of a service user, or there were risks to either party that we could not mitigate to safe levels.

I am seriously concerned about your experience of our service and I would welcome the opportunity to meet with you to discuss this further and ask that you contact me Rosie Robinson Registered Manager on 0151 726 8060.

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