Complaints over care changes at Dunipace's Tygetshaugh continue

Removing council staff from Tygetshaugh Court in Dunipace – where residents lived independently with support – and replacing them with home care packages was agreed last June by Falkirk IJB in a bid to save cash.

But it has been controversial, with residents and families speaking out strongly against the changes and the lack of consultation, while trade unions are also angry at the effect the decision has had on staff.

At the latest meeting of Falkirk Integration Joint Board, several members once again raised the issue as they heard that complaints continue to be made about the process.

Caroline Doherty, head of community services, told members that “quality assurance checks are being carried out by social work, care at home and MECS teams” as part of the handover process.

She said: “These measures are intended to provide reassurance to families as they become familiar with the new care arrangements.

“This oversight process will monitor the implementation of the new provision, identify any impacts of the transitions and allow adjustments to be made if necessary.”

In practice, she told the meeting, MECS staff – which respond to emergency call outs 24/7 – are basing themselves at Tygetshaugh and when they have down time they are doing quality assurance checks.

Social work and care at homes staff are also spending some time on-site and are available by phone so that people can “raise anything they want to raise”.

She added: “Of the 11 people that have transferred to new providers, we have reviewed all their care packages, no significant issues have been raised and we have actually had positive feedback around the new care arrangements.”

When asked if this quality control work would impact on the savings that were expected, the board was told that all of the checks took place in staff’s down time so did not cost anything.

“They are doing the same work, it doesn’t impact on what they would normally do in their current role but they are able to take time and check and quality assure the service that’s being delivered in Tygetshaugh,” said Ms Doherty.

A representative of the trade union told the meeting that four members of staff have not yet found another place and “it has been very stressful for them” and for all those involved.

Ms Doherty replied that they are “following appropriate HR processes” but added that they need “engagement from staff”.

She added: “We recognise that it is stressful because it is a change. But we will continue to do our best to work with staff and provide reassurance and support within appropriate processes.”

The report to the board said that while many concerns had been raised, “several had been found to be unsubstantiated”.

Councillor Anne Hannah pointed out that “clearly that means some have been substantiated” and asked to know what these were and “what is being done about them”.

She was told that there have been issues with care providers not attending at an exact time when clients need timed medication, although it has now “been made clear” that this is a requirement.

Other concerns included staff attending without uniform and the board was assured that all staff have been told they must attend with uniform, full ID and care notes, either electronic or paper.

Members were told that four care providers are now on-site, including six care packages that are now provided by Falkirk Council’s own care at home service and officers are “working with them to ensure that they address anything that is raised promptly”.