Awkward...

[pixie373]

My sister and I run our own homecare business. We don't have staff and split all the calls between us. We started a new client a couple of months ago and neither of us can take to her. I've worked in care ( mainly running dementia units) for 20 years and have never had this problem before as I'm laidback and don't take things personally.

This lady is in her 60s, in electric wheelchair, competely compos mentis, but blames us for EVERYTHING that ever goes wrong. She slammed herself into her bedroom drawers yesterday, by getting something caught on controls, and blamed me when I arrived half hour later. She said I've pprobably broken her legs (she is ok). We are on the verge of asking her to find a different agency, but she also keeps saying how happy she is with us. She had agency care for 12 years and doesn't want to change back.

I know we probably need to sit down and talk to her. This is only one example out of many, but what's the best way to approach it? She also keeps asking us to move heavy furniture, paint, etc, which is not what we're there for.

Probably sounds simple, but not so easy when you have to deal with face-to-face and then give personal care. Sorry for long post- not even sure where to start with her!

Thanks

[pixie373]

thank you, everyone. Yes, we have insurance, qualifications, police checks etc.( Surprisingly, insurance is optional). Think you're right. Maybe we'll ask her to invite her sister over and offer a '3 month review'. There may be something she's not happy with, but needs the chance to say.
thanks for all answers