Council admits concerns about Notaro Homecare after reports of unsafe practices

PUBLISHED: 10:00 16 October 2017 | UPDATED: 13:34 16 October 2017

Alan Boulter who has been having problems with the care given to his wife Sue.

Alan Boulter who has been having problems with the care given to his wife Sue.


North Somerset Council has confirmed it has concerns about the service provided by Notaro Homecare after reports of medication errors and unsafe security practices.

The authority is holding weekly meetings with the agency after complaints of missed and late appointments and staff failing to pick up on health conditions.

Notaro Homecare (NHC) is one of three providers to be awarded the contract for homecare provision across North Somerset for the next seven years.

A council spokesman said: “We continue to have concerns about the level of service provided by Notaro and have regular meetings with them in an attempt to drive up standards.

“Problems experienced by service users include missed visits, late calls, medication errors and unsafe security practices.

“This is not acceptable and we will continue to work with them until these issues are resolved.

“We appreciate that all our care providers are experiencing issues with recruiting staff but this is not an excuse for poor service.”

One client who has been affected is Sue Boulter from Nailsea who has mobility problems and requires a carer to help her get washed and dressed in the morning.

Her husband Alan, aged 73, said: “It’s the worst care service we’ve had in 16 years. We’ve had care workers coming from South Wales and Dawlish.

“We must have had about 12 care workers since August, which means I spend all my time explaining what needs to be done and showing them where everything goes.

“There were two occasions when I cancelled them because they couldn’t come out until 10.30am.”

MORE: Agency needs ‘as many carers as possible’ to cope with demand.

Vickie Middle, from NHC, said: “We have taken on a very difficult group of areas for North Somerset Council, some of which have been historically difficult to recruit in.

“We have met with the council who are happy with the measures we have put in place, including a new branch manager and three operations executives each responsible for their own areas, which should ease the rostering of the calls.

“We continue to improve the service on a daily basis and are in contact with the council, providing updates daily and we meet with the council at least weekly.”

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