Negative experience
During a carer visit, I was asked to hand over my phone. Shortly after, I noticed that a significant amount of cash was missing. On another occasion the carer accepted petrol money from me. The timing and behaviour raised concerns that I’ve documented.
A former care manager later advised me that carers should never accept petrol money or request access to a client’s phone. I found this experience distressing and felt vulnerable.
I’m sharing this to raise awareness and I'm well within my legal rights to do so. Clients should be encouraged to keep valuables out of sight at all times.
Update:
I was also disappointed to learn that unprofessional comments about clients were being made within the service. In addition, I received feedback from my social worker that Pure Souls had told them that I had been “demanding” in relation to call times, which is untrue. The mananger themselves offered to make reasonable adjustments for me at short notice and I accepted the options they presented. It is concerning that they have misconstrued my position, but also all the more reason for future clients to avoid them.
Based on my experience, I would strongly advise others to avoid this unprofessional service.
Reply from Puresoul Care Ltd
Thank you for taking the time to share your experience. We are genuinely sorry to hear that you felt distressed during your interactions with our service. We take all concerns extremely seriously, especially where client safety, dignity, and professional boundaries are involved.
As soon as we became aware of the issues you raised, we opened a formal internal investigation in line with our safeguarding and quality-assurance procedures. This includes reviewing visit logs, staff statements, training records, and all communication related to your support. We have also reminded all staff that they must never request access to a client’s personal devices or accept money from clients, as this is strictly prohibited by our policies.
Regarding your comments about communication, we apologise if there was any misunderstanding. Our team’s intention was to work with you to provide reasonable adjustments and support, and we are reviewing our communication to ensure that clients always feel respected and accurately represented.
We want to reassure you that:
Your concerns have been taken seriously
Appropriate action is being taken
Additional staff training and monitoring have been implemented
We remain committed to maintaining the highest standards of professionalism and care
Thank you again for your feedback, which helps us improve our service and maintain high-quality, safe care.