Problems with carers

I'd complain to the agency in writing (address it to the owner or manager) Ask Social care (in writing) if they can find another agency?
This sounds terrible!

Speak to your local councillor.


Good luck.

NotSpaghetti

I'd complain to the agency in writing (address it to the owner or manager) Ask Social care (in writing) if they can find another agency?
This sounds terrible!

Speak to your local councillor.


Good luck.

Thanks. I'm not sure what to expect as I've never had carers before. I wasn't sure if I was being too demanding. The first time I spoke to the agency she insisted everything had been relayed to the carer and the carer had a checklist. This is why this time I had a list as well to ensure clear communication but she didn't look at it.

I'm waiting to see if SS resolve it next week because we discussed moving to another agency if they don't. However I'm wondering if my expectations are too high.

Well if she's 2 hours in the kitchen and barely anywhere else, it's not working for you.
It's supposed to be a help surely?

My Mum (93) who lives with dementia has carers 4 times a day. We're in Scotland, so this is provided by the Local Authority SW Department. After a fall and a hospital stay, she lost the care package she had with lovely carers, and a different company was then given the contract. Their management try very, very hard to get things right, but the carers who actually do the visiting are extremely variable. They are a multi-ethnic company and my hard of hearing Mum cannot understand what many of them are saying. (This is not meant to be racist. It's a statement of fact.) There is an app with which we can read the brief reports that the carers complete and some don't show a great deal of respect for someone who is 93 and managing (just) to live fairly independently. For example, they report that she 'refused' to do what they wanted (eg have a shower) Surely she simply declined, as she is not a child.

After the new company had been in place for a few weeks, I discovered, because Mum's doorbell camera alerted me, that one carer in particular was falsifying her reports of the time she spent at Mum's. For example, when she was supposed to be there to help Mum at bedtime, scheduled for 20 minutes, she was barely in the house for 3 and yet she recorded a 20 minute visit. She did this a lot. I reported this to the management, along with my record of reported times compared with actual times, and that carer was removed from Mum's care.

I know that carers are paid a pittance for what they do, and their job must sometimes be very difficult, but it seems to be up to clients to notice and say if things are not right. The management of the company appear to welcome my comments, and whenever I have called them to query something they have been very responsive.

@Carequestion163 Your expectations are not too high at all. Carers are supposed be supporting you to continue to live as independently as possible. Could you contact the service provider again and let them know what's happening? They may be keen to know and could perhaps change the carer they are sending. If there's still no improvement, then contacting SS with a view to changing provider may be the next option.

Incidentally, my Mum also pays for additional care from Home Instead, and their carers are wonderful, without exception.

It's not a carers job to be moving furniture. However, two hours in the kitchen does seem excessive. Your lucky yours actually turn up. Up here in Scotland, husband and I got quite a few calls from our relative to say carer not turned up. I knew other people who had this problem.

Cleaning the bathroom with a face flannel? Sounds as if the 'carer' is a bit thick.

But I suppose these agencies don't bother requiring people they take on to have a basic level of IQ and commonsense.

Also, I sincerely hope anything of value is securely hidden away.

After my husband’s stroke we had care workers sent in for a few weeks and they were dreadful. Came in big, dirty shoes and boots, trailing mud and water.

They were supposed to help him have a wash, get dressed etc as he was unable to bath or shower. I left everything ready for them but they used to leave dripping wet face cloths on the kitchen table, talc everywhere, blobs of toothpaste etc.

They crashed his wheelchair into kitchen units and door frames and were just generally very careless.

They were more trouble than they were worth and we got rid of them after a couple of weeks and put in a complaint.

Definitely complain!

It sounds as if you need a cleaner rather than a carer - or do they help with personal stuff too?

Can you decide who you use? Just wondering if going to a cleaning agency might be better.

You are lucky that they do any cleaning at all.

Primrose53

After my husband’s stroke we had care workers sent in for a few weeks and they were dreadful. Came in big, dirty shoes and boots, trailing mud and water.

They were supposed to help him have a wash, get dressed etc as he was unable to bath or shower. I left everything ready for them but they used to leave dripping wet face cloths on the kitchen table, talc everywhere, blobs of toothpaste etc.

They crashed his wheelchair into kitchen units and door frames and were just generally very careless.

They were more trouble than they were worth and we got rid of them after a couple of weeks and put in a complaint.

Definitely complain!

Ha we had this chat on wearing shoes in the house- my mum had a beautiful cream rug, too large & heavy to roll up, it was absolutely filthy by the time carers & nurses had finished coming.

windmill1

Cleaning the bathroom with a face flannel? Sounds as if the 'carer' is a bit thick.

But I suppose these agencies don't bother requiring people they take on to have a basic level of IQ and commonsense.

Also, I sincerely hope anything of value is securely hidden away.

This is what I was wondering, as I showed the carer the box of cleaning items when she first arrived but she didn't seem to touch anything from it.

I also thought I would be better off paying someone to do a thorough job rather than this slap dash waste of time.

They have to log in and out with a card, so their time is shown when they arrive and leave. I'm not sure if complaining again will do any good as the manager just reassures me that this time they'll do a proper job.

Maybe try to find someone to clean, by word of mouth or recommendation.

Often a better way rather than using Social Services.

We once had a cleaner from an agency who quite literally didn't know how to clean. I suppose we assume that everyone knows how to do it efficiently and well but it seems others grow up never learning this.

Regarding time they are supposed to be working. They were supposed to do up to 45 minutes. The quickest one was 8 minutes start to finish!

Lathyrus3

It sounds as if you need a cleaner rather than a carer - or do they help with personal stuff too?

Can you decide who you use? Just wondering if going to a cleaning agency might be better.

It's a home help but they call them carers. I don't know if I can decide on who to use, they just sent someone.

Aveline

We once had a cleaner from an agency who quite literally didn't know how to clean. I suppose we assume that everyone knows how to do it efficiently and well but it seems others grow up never learning this.

I don't think this carer had a clue what she was doing. I showed her the duster (one with a handle) and she asked me what she was meant to use it for.

Spend two hours in my kitchen and you’d be able to clean out the cupboards, wash the paintwork, clean the oven, mop the floor AND wipe the worktops! How does it take 2 hours to wipe surfaces?? I think someone is definitely having a laugh at the OP’s expense.

Get your complaint in writing and send to their management team as that employee is clearly in breach of their employment contract. My philosophy is, if you don’t want to do the job, find another one!

Not sure who is funding this care package but they are clearly being ripped off!

If you are looking for a cleaner it is easier and cheaper to look for one yourself. Do any of your friends or neighbours have one?

That lot from the agency appears to be a waste of space.

carequestion163 blimey! Really useless cleaner.
The useless cleaner I had spent two hours on two rooms then nearly passed out when I said I'd expected her to do the whole flat in that time. Currently, I have a tag team of two ladies who go through the house like a dose of salts in 45 minutes. The place is sparkling and carpets pristine. They are real old fashioned professionals. I really appreciate them and their work.

Astitchintime

Spend two hours in my kitchen and you’d be able to clean out the cupboards, wash the paintwork, clean the oven, mop the floor AND wipe the worktops! How does it take 2 hours to wipe surfaces?? I think someone is definitely having a laugh at the OP’s expense.

Get your complaint in writing and send to their management team as that employee is clearly in breach of their employment contract. My philosophy is, if you don’t want to do the job, find another one!

Not sure who is funding this care package but they are clearly being ripped off!

This is my point. If they were actually thoroughly cleaning the kitchen eg cupboards and fridge, it wouldn't feel so bad. They are literally wiping down one counter. The other counter had a laundry basket on it and wasn't cleaned but as a poster said earlier, perhaps it's not their job to move anything. I would expect them to move aside a side table to access the carpet but maybe they don't do that for health and safety reasons. I don't know.

I thought I'd come back and let you know what I've learned about SS provided care as others have also experienced bad service.

You can ask SS to change providers if you're not happy with the service you're getting. You are also entitled to know how much money has been allocated to your care package and can choose a carer/home help yourself. SS just need to be assured that they can meet your needs.

You can ask your local Age UK for a list of care services in your area, which might be a good place to start. Though you don't need to go through a care provider, you can choose anyone as long as you don't live with them. Ask for a Direct Payment Process.

I phoned Age UK for advice today: 0800 032 0451

Other useful information

Resolving problems with social care:
www.ageuk.org.uk/globalassets/age-uk/documents/factsheets/fs59_how_to_resolve_problems_and_complain_about_social_care_fcs.pdf

Direct Payments
www.ageuk.org.uk/globalassets/age-uk/documents/factsheets/fs24_personal_budgets_and_direct_payments_in_social_care_fcs.pdf

Finding help at home
www.ageuk.org.uk/globalassets/age-uk/documents/factsheets/fs6_finding_help_at_home_fcs.pdf

Paying for care and support:
www.ageuk.org.uk/globalassets/age-uk/documents/factsheets/fs46_paying_for_care_and_support_at_home_fcs.pdf

If you are getting attendance allowance, I would pay a private cleaner that might go the extra mile & do a little bit of care.

Mt61

If you are getting attendance allowance, I would pay a private cleaner that might go the extra mile & do a little bit of care.

Sounds like a good idea. Thanks