CASE STUDIES

Some examples of how we helped our members

Plase click on the headings below to expand and read the full case details.

Background:
Lucy* is a dedicated care worker who has worked with an established home care agency for several years. She has a reputation for being reliable, compassionate, and highly skilled in delivering care to clients with complex needs. However, an unfortunate incident occurred when a medication error was made during a shift that led to serious concerns from both the employer and the family of the client involved.

The situation arose when Lucy administered a medication to a client, but due to a series of miscommunications and mistakes made by other members of the care team, the client’s medication was either missed or delivered at the wrong time. Although Lucy followed the prescribed medication protocol, the incident led to an investigation, and she was blamed for the error. The employer and the client’s family were upset, and Lucy was faced with the potential of disciplinary action or even the loss of her job.

The Issue:
Lucy was devastated by the accusations, as she knew she had followed all procedures correctly and had double-checked the client’s medication records before administering the medication. However, despite her explanation, the employer was quick to assume she was at fault due to the complexity of the situation. Lucy felt she was not being heard and was worried that this error would tarnish her professional reputation and jeopardise her career.

Feeling unsupported, Lucy contacted Carers Companion for assistance. She needed guidance on how to address the situation and clear her name, as well as to ensure her rights as an employee were upheld. She was also concerned that she might be unfairly treated or  blamed without proper consideration of the facts.

How Carers Companion Helped:
Upon receiving Lucy’s call, Carers Companion immediately recognised the gravity of the situation and began by offering her support and reassurance. We understood the importance of acting quickly, not only to protect Lucy’s professional reputation but also to ensure that she received fair treatment.

We arranged a meeting with Lucy, her employer, and the client’s family, where we acted as a mediator and advocate on Lucy’s behalf. During the meeting, we listened to all parties involved, carefully reviewing the chain of events that led to the medication error. It became clear that there had been multiple factors contributing to the mistake, including unclear communication between the care team members, a failure in the handover process, and discrepancies in the medication records.

Our team worked closely with our legal partners, who provided expert advice on how best to approach the situation. Together, we were able to identify that the medication error was not solely the responsibility of Lucy, but rather the result of systemic issues within the team’s communication and procedures. Our legal partners helped us prepare a strong case to defend Lucy, pointing out that she had acted in good faith and had followed all required protocols.

Outcome:
Thanks to the support from Carers Companion and our legal partners, the meeting was productive and ultimately led to a positive resolution for Lucy. The employer and the client’s family acknowledged that the error was not caused by Lucy’s actions, and the issue was largely a result of miscommunication and poor documentation practices.

Lucy’s reputation was cleared, and she was not subjected to any disciplinary action. In fact, the employer recognised her professionalism throughout the investigation and praised her dedication to the client’s care. The situation also highlighted the need for improvements in the care team’s communication and medication management processes, which the employer agreed to address to prevent similar incidents in the future. Lucy was able to return to her work with confidence, knowing that she had been supported throughout the process and that her professional integrity had been protected.

Conclusion:
This case underscores the vital role Carers Companion plays in supporting care workers in difficult situations. By providing mediation, expert legal support, and a clear focus on fairness, we were able to resolve a potentially damaging situation and protect Lucy’s professional reputation. Our involvement in this case not only helped to clear Lucy’s name but also led to positive changes in the employer’s care practices, ultimately benefiting both the employee and the clients they serve.
It also serves as a reminder that, in the care industry, clear communication, proper documentation, and adherence to protocols are essential to prevent misunderstandings and ensure that care workers are not unfairly blamed for mistakes that are beyond their control.

*Name changed for confidentiality purposes.

Background:
Sarah* is an experienced and dedicated care worker who has been employed by a local home care agency for several years. She is well-regarded for her compassion, reliability, and commitment to the clients she serves. However, when her employer requested that she use her personal mobile phone for work-related communications and scheduling, Sarah became uncomfortable and resistant to the idea.

Sarah’s reluctance to use a mobile phone in her role was not a case of unwillingness to perform her duties but rather a lack of confidence with technology. She had never used a mobile phone for professional purposes, and the thought of having to manage work tasks, such as appointments, reminders, and client communication, through her phone caused her considerable anxiety. Sarah felt she was not tech-savvy and worried that using a phone would lead to mistakes, stress, and an increased workload.
Her employer, however, was firm in their demand that all care staff be reachable via their mobile phones, particularly to enhance communication and ensure clients received timely support. After multiple discussions, Sarah was informed that she was expected to either start using her own phone or risk losing her job, as the agency was moving towards a system where all staff were expected to communicate through mobile phones for scheduling, client updates, and emergency notifications.

The Issue:
Sarah’s anxiety surrounding mobile phone use began to affect her work. While she was still fulfilling her duties to the best of her ability, the added pressure of being asked to use her phone for work-related communication was affecting her mental well-being. She was worried that her job was at risk, and the fear of failure made her increasingly apprehensive.

This situation also caused tension with her employer, who did not fully understand the underlying cause of Sarah’s reluctance. They were under the impression that Sarah simply did not want to use her phone for work, and they saw this as a non-negotiable requirement.

How Carers Companion Helped:
When Sarah reached out to Carers Companion for advice and support, we immediately recognised that this situation required careful mediation. After listening to Sarah’s concerns and reviewing the situation, we quickly identified the core issue: Sarah was not against using a mobile phone for her work, but rather she lacked the confidence and knowledge to navigate the technology.

Once we understood the real issue, we stepped in to mediate between Sarah and her employer. Through our support, we helped the employer understand that Sarah’s reluctance was not rooted in defiance or unwillingness but in a genuine lack of technical skills. Sarah’s employer, having been made aware of the misunderstanding, agreed to provide a company phone for her to use during her shifts. This would alleviate any concerns Sarah had about using her personal device and put her in a position where she could work without worry.

Furthermore, we offered Sarah personalised training to help her become more comfortable with mobile phone usage. Our team walked her through the basic functions of the phone, demonstrated how to access her schedule, communicate with clients, and set up reminders. We worked at Sarah’s pace, ensuring she felt empowered and confident in her ability to use the phone to enhance her work, rather than feeling overwhelmed by it.

Outcome:
With the support of Carers Companion, Sarah was able to overcome her technological anxiety. She learned how to use the phone effectively, which in turn allowed her to feel more confident and less stressed in her role.

Her employer was impressed with how the issue was resolved and appreciated Sarah’s newfound confidence in using the phone for her job. Sarah was able to continue in her position, maintaining her excellent standard of care, and the employer was pleased to have her as part of their team.

Through this experience, both Sarah and her employer learned the importance of clear communication and the value of seeking help when misunderstandings arise. By addressing the real issue – Sarah’s fear of using the technology – we were able to preserve a valuable employee and ensure that she could continue to make a positive impact on the clients she cared for.

Conclusion:
This case demonstrates the critical role that support services like Carers Companion play in resolving workplace issues within the care sector. By offering mediation, practical solutions, and tailored guidance, we were able to resolve a potentially negative situation and help both the employer and employee achieve a successful, harmonious outcome. This case also highlights the need for understanding the true nature of an employee’s concerns, especially when it comes to technology, and offering appropriate support to help them succeed.

*Name changed for confidentiality purposes.

Background:
Emma* is a dedicated nursery worker who has been employed at a reputable childcare facility for over five years. She has always been committed to the safety and well-being of the children in her care and has built strong relationships with both her colleagues and the families she works with. However, a serious incident occurred at the nursery that led to concerns over potential personal liability for Emma.

The incident involved a child who sustained a minor injury while playing in the nursery’s outdoor play area. While the injury was not life-threatening and was promptly treated, the parents were understandably upset. They believed that the injury could have been prevented if certain safety procedures had been followed more closely. The parents raised their concerns with the nursery management, and the situation quickly escalated, with the nursery’s leadership team starting an internal investigation into the event.

As part of the investigation, Emma was informed that she might be personally liable for the injury due to her role in supervising the child during the time it occurred. This put her in a very difficult position, as Emma believed that she had followed all safety protocols. However, she was aware of some systemic failings at the nursery that could have contributed to the incident, including a lack of regular safety checks on play equipment and insufficient staff training in emergency procedures.
Feeling vulnerable and unsure about her legal rights, Emma reached out to Carers Companion for support.

The Issue:
Emma’s primary concern was the potential for personal liability. She feared that, despite her best efforts to follow proper procedures, she could be held responsible for the injury due to the lack of clear safety measures in place at the nursery. She knew that systemic issues, such as a failure to maintain the outdoor equipment and inadequate safety training for staff, were likely contributing factors to the incident, but she felt uncomfortable speaking up for fear of losing her job or being blamed for the incident.
Additionally, Emma was also concerned about the potential damage to her reputation and career. As a long-serving and respected member of the team, she didn’t want this one incident to overshadow her years of dedication to the nursery.

How Carers Companion Helped:
Carers Companion immediately recognised the serious nature of Emma’s concerns and understood that the situation required careful mediation. We began by providing Emma with the emotional support she needed, helping her feel empowered to speak up and advocate for herself during the investigation.

We then arranged a meeting with Emma, her employer, and the nursery’s management team to discuss the incident and the underlying issues. During the meeting, we focused on identifying the systemic failings that contributed to the injury. Through careful mediation, we highlighted several key factors, including the lack of regular safety checks on the outdoor play equipment, insufficient staff training on risk management, and the absence of clear safety protocols that could have helped prevent the incident.

Our team worked closely with legal partners to ensure that Emma’s rights were fully protected. We advised the employer that the failure to implement proper safety measures and protocols at the nursery was a significant factor in the injury and that this responsibility lay with the management, not individual staff members. We made it clear that Emma had followed all reasonable protocols in her role and was acting in the best interests of the child.

Outcome:
With Carers Companion’s support, the meeting was constructive, and the nursery management team agreed that the responsibility for the injury lay not with Emma, but with the nursery’s lack of proper safety procedures and equipment maintenance. The management team acknowledged that systematic issues, such as inadequate safety checks and insufficient training, were contributing factors to the incident and promised to address these issues moving forward.

Emma was not held personally liable for the injury, and the nursery took steps to implement more rigorous safety protocols, including regular checks of outdoor play equipment and additional training for staff on emergency procedures. The management team also reassured Emma that they valued her hard work and professionalism and that the situation had highlighted the need for systemic improvements within the nursery.

Emma was able to return to her work with confidence, knowing that her rights were protected, and that she was not to blame for the incident. She was also pleased to see that the nursery had committed to improving safety measures for the future, ensuring that similar incidents would be less likely to occur.

Conclusion:
This case highlights the critical role that Carers Companion plays in providing support and advocacy for workers facing serious situations, such as potential personal liability. By offering expert mediation and legal advice, we were able to protect Emma from unfair blame and ensure that systemic issues at the nursery were addressed.
It also emphasises the importance of organisations having clear safety protocols in place and regularly reviewing these measures to prevent incidents that could negatively impact both staff and children. With Carers Companion’s support, Emma was able to navigate a difficult situation and continue in her role with confidence, while the nursery management took necessary steps to improve the working environment for all staff.

*Name changed for confidentiality purposes.

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