Need to un­der­stand scale of prob­lem

Harefield Gazette - - OPINION - DAVID SEA­MAN Royal Cres­cent, South Ruis­lip

WE WERE re­cently plugged into Hilling­don Coun­cil’s Home Care sys­tem, and from our stand­point the ser­vice so far has been less than sat­is­fac­tory ( Know your rights – get our new guide, Let­ters, Wed­nes­day, De­cem­ber 10).

First, the coun­cil’s nom­i­nated care provider company did not carry out the ‘care plan as­sess­ment’ that should have been done be­fore car­ers started to visit us. There­fore there was no pro­gramme in place and the ini­tial car­ers had no idea what was re­quired. Car­ers some­times fail to ar­rive at the ap­pointed time, or not at all, with no tele­phone call to ad­vise the re­cip­i­ent that their carer would be late or not ar­riv­ing at all.

On a num­ber of oc­ca­sions I tele­phoned the care company and asked to speak to some­one in au­thor­ity in or­der to reg­is­ter my

com­plaints, but on a cou­ple of oc­ca­sions I was told that no one was avail­able to speak to me.

I could leave a mes­sage and some­one would phone me back, but twice they did not. In the end I re­sorted to send­ing emails, so at least I have a record of try­ing to reg­is­ter my com­plaints.

I also spoke to so­cial ser­vices, my lo­cal coun­cil­lor and Carer’s UK Uxbridge of­fice, the lat­ter say­ing that since the in­tro­duc­tion of a ‘new home care pol­icy’, they had re­ceived a num­ber of com­plaints and were log­ging them.

It would seem that the company that looks after us does not have suf­fi­cient staff to deal with the num­ber of vis­its re­quired of them, and the car­ers do not seem to be al­lowed enough time to carry out [their du­ties] and then get to the next client by the ap­pointed time.

Might I sug­gest the Gazette should publish an open let­ter invit­ing peo­ple to reg­is­ter any con­cerns, in or­der to get some un­der­stand­ing of the size of the prob­lem?

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