Sutherland Care at Home Service workers warned of failures by workers according to GMB Union
Warnings that home care in Sutherland was “over-stretched” and “failing” were ignored for years, according to a union.
After the Care Inspectorate revealed that “serious and significant concerns” could see NHS Highland-run Sutherland Care at Home Service close without immediate improvement, GMB Scotland said that worried workers repeatedly warned managers that visits were being missed or cut short.
Lesley-Anne MacAskill, GMB Scotland organiser in the Highlands, said home care workers welcomed official confirmation of their repeated concerns but were “dismayed” some of Sutherland’s most vulnerable people had been failed.
She said: “Our members in the Sutherland home care service are absolutely committed to their clients but have been so badly failed by NHS Highland.
“They have been warning management for years that service users were not receiving the care they needed but were ignored.
“They repeatedly warned the service was understaffed, repeatedly warned their visit schedules were unrealistic, and repeatedly warned management were failing to properly communicate with staff, service users and their families.
“Every one of these warnings were ignored, and the failure to respond put both staff and service users at risk.
“It is regrettable that it needs the intervention of the Care Inspectorate to make NHS Highland listen.”
Ms MacAskill said the criticism of the service has distressed care workers, upset that they might be blamed for failing service users.
She said: “It could not be clearer that whatever failures there are in this home care service, they are not the failures of workers.
“Managers have been told again and again of our members’ serious concerns and did nothing.
“There has been a systemic lack of action, support and even interest in response to the concerns being raised.”
According to the union, care staff have been warning that unachievable rotas mean visits were being missed or cut short with service users missing vital support and, on occasion, jeopardising the administration of medication.
One worker is regularly asked to make visits requiring two carers to safely perform the tasks needed, putting staff and service users at risk, for example.
The crucial role of care workers in providing company and reducing social isolation for service users living alone has also been underestimated by management, according to the union.
MacAskill said: “The biggest concern of our members is that the welfare of service users is suffering because rotas do not reflect the time needed for a visit and the time needed to travel between them.
“They are rushing from pillar to post to try to do the best for service users but are being asked to do the impossible.
“They cannot be blamed for cutting short visits or even missing visits because there is simply not enough staff to cover the calls when they are at work, let alone provide proper cover for colleagues on days off or when they are on leave or ill.
“Our members are dismayed by the watchdog’s criticism but sadly not surprised because they have been raising the same concerns for many years.
“Management must start listening to workers as their input and experience will be crucial to any effective response to the Care Inspectorate’s concerns.”
The Care Inspectorate has given NHS Highland until May 25 to make “significant improvements” or risk registration of the home care service being cancelled.
An investigation has been launched into the Sutherland care service.
In response to the Care Inspectorate’s statement, Pamela Stott, NHS Highland’s chief officer for adult social care, said: “We recognise this may cause anxiety for service users, their families and our staff. We have developed an action plan to ensure the recommendations outlined in the Improvement Notice are implemented as quickly as possible.
“Our formal review and responses processes take the form of a Large Scale Investigation (LSI) which we have now formally started.
“We are contacting service users, families and staff to provide support and guidance, including a direct contact from within our local Social Work teams.
“We are sorry for any inconvenience this may cause, and we want to reassure the local community we are working to address these concerns as soon as we can.”
