Jane Bradley: Care at home condemned as disgraceful by Which? study

Older people are suffering from “disgraceful” home care, including missed medication and confinement to soiled beds, according to a new study.

Which? found people suffered from missed visits, food out out of reach, and vulnerable people left without a way of getting to the bathroom.

It asked 900 people from across the UK, including Scotland, for their opinions on the care they received, and 30 people kept detailed diaries over the course of a week in January detailing their experiences of home care by paid workers.

One elderly woman was left alone in the dark for hours unable to find food or drink.

Another was left without a walking frame, leaving her unable to get to the bathroom, while one man was not given vital diabetes medication.

Which? declined to name the agencies involved, as it wants to maintain the anonymity of people who took part.

One unnamed daughter said: “They missed a day just after Christmas. They incorrectly entered into their database the days we didn’t need care.

“I covered, but mum didn’t contact me until early evening, by which time she needed a lot of cleaning up.

“You wonder about the elderly with no relatives.”

A son said: “There are times when dad, who is diabetic, hasn’t had his insulin on time and it’s vital medication.

“When I voiced my concerns to the care agency I was just told to find another agency.”

Another daughter told the watchdog: “She can’t see her sandwiches to eat them and hasn’t touched her drinks as she can’t see those either.

“I can’t express how angry I feel at the carers.

“There is a printed note on the front door about putting a light on at 4pm as well as a note from me in the kitchen beside the care book. It is also in the care plan. What more can I do?”

Others did identify good service, with one son saying: “My mum’s carer does things without being asked, such as tidying up, and will do extra things like brushing her shoes. Mum says she’s a real carer.”

However, a separate Which? survey found one of the most common complaints was missed and rushed visits, with relatives often left to step in.

Almost half of respondents able to answer a question about visits said at least one had been missed in the past six months, with 62 per cent of them not being warned in advance.

Which? said “in many cases” diarists reported a good service was provided only after complaining, with some family members being forced to make numerous phone calls and to have a “constant battle” with agencies.

Age UK charity director general Michelle Mitchell said: “While many careworkers work hard to provide compassionate care, the under-funding of the social care system is resulting in a serious reduction of domiciliary care, which can put both the health and dignity of older people at risk.

“Good home care must begin and end with the needs of individuals, rather than focusing on a tick box of tasks to be completed within a set time.”

UK Homecare Association spokesman Colin Angel said the report highlighted “the disturbing consequences of the commissioning of homecare by local councils”.

“To meet the current stringent public sector spending cuts, councils are making significant attempts to reduce the price they pay for care,” he said.