Care Opinion

Lack of information provided

Posted By KF/SV67/88

"Lack of information provided"

About: Older People's Services / Brechin/Montrose Older People's Services

(as a relative),

I received a invoice for my relative for a period of respite within an Angus Care Home. This was a surprise to me. Then I asked the Social Worker how respite was paid and they informed me that they did not know and would have to find out. 

I wish to state that I do not have a problem paying for respite but I wish to highlight the non transparency of how this was dealt with and lack of information provided when asked. I wonder if this is a training issue.

I contacted the Team Manager who was able to provide me with the requested information and in particular Care Home Fees Booklet.

I would suggest staff be reminded to ask if it is convenient to talk when they call. 

I have found the process of being a carer stressful. I wish to remind staff that life adjustments occur in the most unexpected ways and can be rapid. I now I am being made to feel that I am asking for the world asking for a few days away together with my husband.

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Responses

Response from Jillian Richmond, Angus Health and Social Care Partnership 2 months ago
We are preparing to make a change
Jillian Richmond
Angus Health and Social Care Partnership

Submitted on 29/07/2024 at 15:55
Published on Care Opinion at 15:58

Dear KF/SV67/88

Thank you very much for taking the time to provide this feedback, we value feedback to help the service to improve. I am really sorry your experience was not positive, this is no the standard of service we strive to provide. We have provided training to staff in financial processes and charging arrangement, we have plans to continue to roll this out to all staff and will use your experience and feedback to highlight the impact a lack of information has on carers. We are also in the process of developing step by step guidance in financial processes for staff also. I am glad the Team Manager was able to provide you with the information you required. I also appreciate how important customer service is and ensuring it is a convenient time for carers to talk and the importance of a break from the caring role. Please accept my apologies and I will ensure your feedback is passed on and we factor this into the training.

Thanks again for providing your feedback

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Response from Jillian Richmond, Angus Health and Social Care Partnership last month
We have made a change
Jillian Richmond
Angus Health and Social Care Partnership

Submitted on 28/08/2024 at 16:03
Published on Care Opinion on 29/08/2024 at 09:01

I am responding to advise of how we have progressed the change as detailed in my previous response. We have training dates planned to continue with the roll our of training as a refresher training or for new staff in financial processes. Thank you for highlighting this

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