Dear Sirs,

As someone who has spent time in a care-based role I felt that it is important to give you some important feedback regarding one of your Carers (Bog.) that is meant to be caring for Russell Dawkins.

Unfortunately, she shows a complete lack of competence and empathy as well as an inability to perform the basic necessities required in a role as a Carer.

Russell and I were both really looking forward to her arrival and getting a new Carer settled in. By the end of the first day Russell was feeling that she was incompetent and things weren’t going to work out but we decided to give her the benefit of the doubt.  We discussed the situation and decided that I would take the following day off work as we felt that it may be beneficial to her if she has someone to show her how to do things and walk her through all the processes.  Unfortunately, this has proven to be a complete waste of a day off for me as it has made no difference.

Bog. appears to have no common sense and an inability to follow basic instructions – when we were trying to demonstrate how to do a transfer and Russell asked her to watch she started walking off!  She has an inability to remember the simplest things and Russell is having to repeat himself constantly.  I showed her how to wash Russell, move him and where basic items such as the night bags are – last night she asked Russell where they are.  I asked her to never wake Russell up in the morning as he sometimes has trouble sleeping, but this morning she knocked at his door and woke him up.  She even struggled with a basic task on her first day – putting a sock on Russell’s foot..

She repeatedly asks if he can feel his legs – Russell is paralysed so no he can’t.  This sort of conversation from a carer shows a total lack of understanding and empathy and suggests that they are not suited to their role.

When I am staying over she does very little – yesterday she woke up at almost 12 noon and then ate a breakfast of baked oats that I had prepared.  I washed Russell – she had very little to do.  She complains that it is a long day but Russell is very self-sufficient and independent in all areas he possibly can be.  If she is in poor health or that easily tired she is not suitable for the job.

Your agency have a Duty of Care to provide someone who is suitable to do a job – she is clearly not suitable.  You are charging for a service that you are not providing and Bog. is bordering on being a risk to Russell rather than a Carer.  She clearly does not understand the basics of looking after someone like Russell and has to continuously be told to keep her phone on her in case he needs her (her hearing when she is called for doesn’t seem too great!).

Please can you take steps to rectify this situation immediately – I don’t see how you can justify charging your full rate for someone who is obviously under-skilled and incompetent.  As a care-provider you should be aware of how vulnerable your customers are and how reliant they are on the care that you provide.  In this instance it is sub-standard and bordering on dangerous – a thoroughly unacceptable situation.  I am going to wrap up this email here as I now have to drive from Abingdon (Oxford) to London to assist Russell as the person who is being paid to is incapable of doing her job.

I look forward to receiving your response outlining the steps that the Agency are taking to sort this unacceptable situation out.

Yours faithfully,

Wendy *******