Find a resolution

What if things don’t quite go to plan?

Sometimes, things just don’t go as you planned and at Elder we believe it is always best to be prepared for any situation, no matter how unlikely.

This document is intended as a resource to be used by you as and when you need it. It will help you understand both yours and Elder’s responsibilities towards your loved one’s care, ensuring a resolution is reached as quickly as possible.

I need a replacement carer

Elder can help you find a live-in carer replacement within 24 hours depending on your location, but we will do our best to help you find someone sooner if possible.

A new carer will be proposed based on relevant care expertise and will usually be scheduled for three to seven days while we help you find a longer-term carer who fits all of your requested criteria.

If the carer needs to leave with immediate effect then we recommend sourcing cover from a friend/relative until the new carer arrives.

The carer isn’t the right match

It’s important that you and your loved one feel completely comfortable with the carer that we have placed with you. Even if there are just a few niggly things that are concerning you, it’s always best to raise it with your Account Manager.

Your loved one’s needs will change over time so it may be time to find a new carer in order to ensure they are provided with the best care possible.

  • Speak to your Account Manager to highlight your concerns and request that we help you find a new carer. Be clear about what is not working with the carer you have and what traits you want in your new carer.
  • Have a conversation with your current carer to inform them of the decision. There’s no need to worry about this conversation because all of our carers are professionals and understand that sometimes things change or just don’t work out.
  • Establish a date for the current carer to leave, bearing in mind it can take up to seven days for you to find a new carer, depending on your matching criteria.
  • Prepare your loved one for the change of carer – have a conversation with them to explain the situation, and reassure them that any changes are for the best.

The carer is missing

If your carer is not around, and you’re not sure where they’ve gone, it’s easy to start drawing conclusions. But before reacting, it’s good to pause, take a deep breath and then:

  • Call the carer’s mobile to try and locate them
  • If you do not have their mobile number, call Elder and obtain the information, and inform Elder of the situation.
  • Request Elder to help arrange a new carer. As this may take up to 24 hours we advise that you find alternative arrangements for the meantime, such as asking a friend or relative to cover.
  • If concern is growing for the carer’s whereabouts then contact the police to report them missing.

The carer falls ill

As they do an extraordinary job, you might forget that your carer is only human. Like everybody, occasionally they can fall ill, or feel under the weather.

If you think this is the case, it’s important to ensure you make suitable arrangements with them regarding their departure. You should also let Elder know the situation as quickly as possible, as it can take 48 hours for us to put a respite carer in place.

  • Establish with the carer if they feel their illness is restricting their ability to perform their duties.
  • Agree a time for the carer to depart – bearing in mind it will take up to 24 hours for Elder to help arrange an emergency replacement so you may need to step in if the carer is unable to wait that long.
  • Inform Elder of the agreed departure date and request we help you look for a new carer.

You suspect the carer has committed a crime (e.g. theft)

When something goes missing, it’s inevitable that you’re going to be angry. This can sometimes lead to an unfair accusation. However, if you have genuine concerns, here’s how we’d advise you to manage the situation:

  •  Discuss your concerns with the carer, if safe to do so, to eliminate any possible misunderstandings. There may be a perfectly reasonable explanation for their actions.
  •  If there is no reasonable explanation then report the crime to your local police who will launch an investigation. Please feel free to pass on Elder’s contact details if required 0330 808 5295.
  • Report the crime to Elder who will help arrange a replacement carer within 24 hours.

You suspect the Carer has caused harm to your loved one

If you believe that your loved one has suffered as a result of harm caused by their carer, you should do the following:

  • Call emergency services as appropriate.
  • Contact Elder to disclose the concern and that Elder help arrange a new carer.
  • Contact your local council’s Adult Social Care department. If you’re unsure, check who your local council is here.
  • Please feel free to pass on Elder’s contact details to any relevant authority.