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Home support services offered by the Interior Health Authority are designed to keep seniors safely living in their own homes as they age.

But a new scheduling system put in place last year is causing turmoil and discomfort not only for the seniors but their loved ones who are doing their best to help.

“Things were going very well and, all of a sudden, they changed the way of doing it and it all went down the toilet,” an Okanagan senior told iNFOnews.ca. She did not want to be identified for fear of repercussions against her husband who needs regular outside help. “Since the new system has been put in, it’s been a zoo because we don’t know if they’re coming, we don’t know what times they’re coming.”

Prior to the new system, home support workers had territories where they worked so they stayed in the same neighbourhood. Now they have to drive long distances between clients because, it seems, the schedulers don’t necessarily know the local geography.

“It’s sad the way it’s gone,” the woman said. “I think Interior Health is in crisis, and not just for them, I think the schedulers are having a hell of time too trying to figure this out.”

Workers have been given cell phones so their movements can be tracked and they’re now expected to have coffee and lunch breaks in their vehicles, this woman said.

It’s rare to get the same worker in the evening as the one who came in the morning and rare to have the same person two or three days in a row.

“Interior Health doesn’t want them to get attached to the people that they’re helping,” the woman said. “That’s what I’m told. They would do a much better job if the same person came along. They would get to know him. They would get to know his routine. I would be more comfortable with it.”

She worries for others who are on their own and can’t speak out for themselves, as well as having concerns for the workers, some of whom have quit because of the changes, she said.

READ MORE: Kelowna woman trying to ensure seniors in care are treated better than her mother was

Interior Health did not provide anyone for iNFOnews.ca to interview about these changes.

“Last year, Interior Health phased in new software to improve scheduling clients that gains efficiencies for both community health workers and schedulers,” they said in an email from their communications department. “In addition to being more efficient, it helps Interior Health track home care services and make improvements for clients and staff.”

If clients have concerns, they should contact their case manager, the email advises.

“If home support visits are missed for any reason, Interior Health will follow up quickly and reschedule where possible,” the email states.

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