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To refuse to visit client?

(58 Posts)
BumpingFuglies Wed 20-Mar-13 09:08:02

I'm a home carer and my colleagues and I have been having problems with one particular lady. She bitches about us to each other (there are 3 main carers), bitches about one of her relatives and is generally very nasty. She has physical health problems but is of sound mind.

She has recently refused to allow us to log in by phone (it's a freephone number and a condition of the care contract) and has used that to say that we haven't made visits etc. In such cases, we then ask the client to sign a form, so that there is a record of the visit, otherwise social services won't pay/we don't get paid. She has refused to do this as well.

My manager is well aware of all this but has said we have to keep going in. It's so stressful and the client is always trying to catch me out or complain about something. She has also now started to put a note on the door saying "gone out" when she is actually in. She cannot go out due to her health problems. This means I have to spend the time and petrol getting there only to find the visit refused. I'm on minimum wage and can't afford to do this.

I am dreading the next visit sad

DeepRedBetty Wed 20-Mar-13 09:28:20

Can you use time stamped photos to show that you attempted to visit but were denied entry?

quoteunquote Wed 20-Mar-13 09:54:03

Record the visit on your phone.

TroublesomeEx Wed 20-Mar-13 10:04:52

Presumably this is a care package set up by the LA. Is there someone higher up (e.g. her SW) that you could speak with about this?

XBenedict Wed 20-Mar-13 10:08:02

I am dismayed at the attitude of your manager. Can the 3 of you make an appointment to discuss this with your manager? This is a very unfair situation for you sad

madasa Wed 20-Mar-13 10:08:30

Presumably she has a care coordinator?

If you have access to work e-mail I would e-mail the care coordinator, your line manager, any other colleagues who see her and anybody else concerned.......after every single visit whether you saw her or not.

Cover your back.

Good luck

madasa Wed 20-Mar-13 10:10:18

Sorry....I have just re-read your post.

Are you saying that if she is not there or won't let you in that you lose that hour (or whatever it is) of pay?

Do you get paid mileage for visiting clients?

WallyBantersJunkBox Wed 20-Mar-13 10:14:02

Can't you insist that your supervisor accompanies you, or one of the other 3.

CarnivorousPanda Wed 20-Mar-13 10:16:49

Years ago when I worked as a home carer, I had a situation like this. The client was not happy with something I did and at each visit would complain and be rude.

I phoned the coordinator and stated simply that I would not be going back there as the relationship had broken down.

I found out subsequently that several other carers had had the same problem and had refused to visit as well.

HeartsTrumpDiamonds Wed 20-Mar-13 10:18:47

I don't have any advice OP but that sounds hideous.

PeppaFuckingPig Wed 20-Mar-13 10:31:57

You don't have to like everyone that you work with, but you do have to be professional.
She is receiving support for a reason and as social services do not commission services lightly she must need the support.

You need to ensure that everything is documented.
Is there a care plan that you write in after each visit?
How is a failed visit logged?
If you're having to use your own mobile to call the office to inform them of a failed visit then you are within your right to ask for them to reimburse these calls so that you are not out of pocket.

Your manager should be informing the client's social worker/care manager after each and every failed visit, or of every incident that is occurring there.

I used to be a manager of a domicilliary care service, and if this was happening i would ask for a meeting with client and care manager. A procedure would be drawn up detailing the steps that would be taken if entry was refused/note was left on door - i.e. call office/log it with social services, what steps would be taken if the client was abusive - i.e. support worker would leave and inform office.

It's so important to have everything documented, and to ensure that social services are fully informed.

Also, if she has only recently stopped allowing you to make calls etc, i'd be querying whether her health was deteriorating, and this is something which needs to be raised with her care manager.

hairtearing Wed 20-Mar-13 10:33:54

Hmm, I would let the manager know all of your worries, and let them make the best decision.

she sounds awful though.

BumpingFuglies Wed 20-Mar-13 10:58:11

Gah, just posted a long response and lost it!

I ring the office after each visit (at my expense)

I don't get paid for a refused visit or mileage

My manager is still sending us in because the lady DOES need care. She does not want to leave her without care.

The client won't talk to her SW about it. And no, I don't have to like everyone, but I don't need to be insulted or lose money. I'm just fed up with it.

BumpingFuglies Wed 20-Mar-13 11:00:06

Peppa - there is a care plan, all visits are written up in the log. But if the visit is refused, I can't get in to write in it. It's logged on the system when I call from my own phone. Still don't get paid though

BumpingFuglies Wed 20-Mar-13 11:01:01

Oh, and this is the second care agency she has done this to.

Molehillmountain Wed 20-Mar-13 11:09:36

I'm shocked that you don't get paid for a refused visit. Where's the logic? You arrived to provide the service, it was refused. You should be paid. I guess some unscrupulous people would invent refused visits but surely management would spot a pattern. And it's then actually cost you to go and not get paid? That's so rubbish I'm almost speechless.

BumpingFuglies Wed 20-Mar-13 11:15:42

I know, Mole. My employer is otherwise very good. This only applies to SS clients though, not private ones who are still charged.

Molehillmountain Wed 20-Mar-13 11:23:52

Perhaps ss refuses to pay. Only shifts the perpetrator of the huge unfairness. Makes me mad-if you don't attend a doctors appointment they don't not pay him or her, or pay a teacher proportionally less for a chd who's away. Really sorry.

ENormaSnob Wed 20-Mar-13 11:28:45

I think you are going to have to take this further.

Completely unacceptable for you to be losing money because of this.

delilahlilah Wed 20-Mar-13 11:31:33

From a different angle, are you sure she is still 'of sound mind'? I ask, because a relative of mine went like this, she wouldn't let Social Services in either etc. It took more than 2 years for them to admit that she was 'confused' and she went down hill very quickly.
The refusal to pay you is wrong, and shouldn't be your problem. I would ask your manager to raise it with SS, stating concerns about her welfare as you cannot care for her.

BumpingFuglies Wed 20-Mar-13 11:37:11

I'm pretty sure she is of sound mind, I know her very well. She has done this before to other carers. I think she thrives on it because it gives her some form of control.

I have spoken to my manager a number of times. The problem is if I refuse to visit, she will have to find other carers to cover.

Latara Wed 20-Mar-13 11:40:04

I do understand how pissed off you must feel because although i'm always professional at work (HCA on a hospital ward) there are occasionally patients who deliberately 'bitch' about us or are generally not nice for whatever reason.

We more or less get told to ignore that behaviour but at least we are paid.

It's wrong for you not to be paid, i agree that the 3 of you should meet together with your manager.

Maybe look at protecting your own back by asking if 2 carers can see this woman - with patients who are like this i do always now ask for a 'chaperone' if possible (ie. another nurse / HCA to help with the care).
Luckily there are very few patients who are like this or we'd never finish our work!

I hope you have some nicer clients as well to make your working day pleasanter.

fedupofnamechanging Wed 20-Mar-13 11:40:18

I would refuse to go unless I was promised payment regardless of whether she opens the door or not.

For me it is very simple - no money = no visit. This is your job, you are not a charity.

madasa Wed 20-Mar-13 11:41:03

That is outrageous that you don't get paid for refused visits or mileage.

I work in a similar field (mental health) and our staff whinge enough because they are 'only' paid 40p per mile.

BumpingFuglies Wed 20-Mar-13 11:49:32

To be honest it's the terrible atmosphere more than the money. This client is systematically turning against every carer. I fear that she will end up with no care at all if she carries on.

I'll see how it goes at the next visit and make a decision then. It's really affecting my other work because I just dread going in there. It really grates because I've done a lot for her in my own time too, like picking up bits of shopping and researching special diets. I've gone out of my way to help her and now she has turned against me.

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