The bizarre story of a fake carer – and what it says about the UK’s care industry
She seemed perfect, at first. Her CV brimmed with all kinds of qualifications. And she had years of experience caring for vulnerable people.
As Sarah Whitaker sat at her kitchen table and looked through the paperwork the care agency had sent her, she knew that Tracy was the one she could trust to look after David, her 89-year-old dad.
Retired businessman David Seal suffered a stroke in the summer and needed more and more support at home.
He was taking a daily cocktail of strong prescription medicines and also needed help emptying his catheter bag because going to the toilet had become difficult recently.
“We need somebody experienced in stroke management and catheter care,” said Sarah. “But we also needed somebody who could drive my dad to the town and back. And somebody who was a very good cook.
“My dad chose Tracy and she arrived the next day.”
Sarah was sent Tracy’s CV and profile by Hampshire-based Access Care
Tracy came by train and, on the journey to David’s home, revealed that she could not drive because there was a problem with her licence.
Sarah saw this as a red flag. But that wasn’t all she was worried about.
“We had to teach her how to open and close the catheter because she had never seen one before. And that was a surprise given her experience.”
It got worse. Tracy couldn’t cook and once served David deep-fried Brussels sprouts for lunch. Sarah was increasingly concerned about the carer’s medicine management skills too.
“She was giving dad pills here there and everywhere. And that’s a problem because if you give my dad a pill, he’ll swallow it. Whatever it is.”
This was far removed from the carer she had read so much about.
Sarah was introduced to Tracy through an introductory care agency, Hampshire-based Access Care. When Sarah got in touch about her concerns, the agency said they were confused too.
They had never had any complaints about Tracy. She was the model carer.
And then one sunny day in early September, as David was being pushed around the village in his wheelchair by his grandchildren, one of them pulled out a mobile phone to capture the happy scene.
“As soon as Tracy saw the camera she stepped out of view as quick as a flash,” said Sarah. “And later my daughter said that it seemed odd that she didn’t want to be on camera.”
The woman who was looking after David Seal did not want to be pictured
Sarah rang the care agency again, who supplied her with a copy of Tracy’s driving licence. She looked at the video again.
“The image we had from the walk and the person in the driving licence photo were two different people.”
The next morning, Tracy – or whoever she was – packed her bags and left.
Sarah was horrified. She was left wondering who had been in her father’s house for nearly three weeks. It started to fit into place; the shoddy catheter care, the bad cooking and the poor handling of medicines.
She contacted the care agency again, who promptly contacted Tracy, who was adamant that she had been in the house caring for David.
Access Care contacted Hampshire Police. But the response was not what they expected.
A police constable replied on 4 November with disappointing news. They explained that officers had “limited lines of enquiry” and that because Tracy had denied the allegation, they would need an “independent witness” to confirm the allegation.
They seemed to be saying that they would not investigate, adding that it would be deemed “not in the public interest” to send a police officer to interview Tracy in person at her home, despite having her address.
Sarah said she only found out later that ‘Tracy’ was ‘two different people’
The police were clearly not interested and showed no signs of investigating. So as part of our investigation into this story, we tracked down Tracy to an address and decided to pay her a visit. To get her side of the story.
I arrived at a large housing estate and saw Tracy backing her car into the drive at the back. I approached her and said I wanted to speak to her about her work as a carer in David’s home.
At first, she said that she had worked very hard to provide the best care but that the family were not happy. She was very clear that she had lived in the home for nearly three weeks. No question about it.
But when I confronted Tracy with the photo evidence from the sunny village walk, her tone changed. She took in deep breath and sighed.
“I don’t know how to explain this,” she said slowly. “It’s so bad. Very bad. I’m sorry.”
Tracy admitted to Sky News she sent a friend to care for David
Tracy explained to me that she had asked a friend to do the care job in her place, admitting that her friend was not a trained carer. She said nobody had forced her to do it and she had never done anything like this in the past.
She said she thought she could get away with it because the care agency never checked up on her.
“They [the agency] never met me face to face. They have to do more checks to know who is going in the house.”
The real Tracy said her care agency never checked in on her
I show Sarah the video of Tracy and her astonishing admission. “She was knowingly complicit and sent an untrained carer – a complete stranger – into the house of a vulnerable elderly man who is very ill. The nerve of the woman!”
Sarah did some research and reached out to the care regulator, the Care Quality Commission (CQC). But to her surprise, they said they could not help.
They don’t regulate introductory care agencies like the one Sarah used to hire Tracy.
“I thought it was absolutely incredible that the CQC were not involved and I was very surprised to discover that agencies like this send carers all over the the place but aren’t regulated in any way.”
Fully managed care is regulated by the CQC, while introductory agencies – like Access Care – use self-employed carers
One of the reasons why the deception was picked up on so quickly is that Sarah lives next door to her dad. And so, we got around to talk to David and I asked him how he felt about having a stranger looking after him.
“I feel very cross about it. I feel fooled and misled,” he said. But David is also clear about another point: regulation. Or lack of it.
“There’s no point in being responsible for the care industry if you’re only dealing with people who are registered with you. It is quite pointless.”
A spokesperson for the Care Quality Commission told Sky News: “We appreciate the distress this incident has caused both Mr Seal and Mrs Whitaker, however as neither introductory agencies or self-employed carers are covered by CQC’s remit we are unable to take action in this case.
“These matters should be reported in the first instance to the local authority safeguarding team who have the remit to investigate the issue and take necessary action.
“Any questions regarding the legal framework for how health and social care is regulated in England is a matter for the government.”
Read more on social care:
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David said CQC not regulating the introductory agencies is ‘pointless’
The care sector is big business. Home care services are worth over £12bn per year and rising, according to healthcare analysts LaingBuisson.
The government has written to Chief Executives of adult social care services telling them of their so-called ‘home first’ approach to healthcare, which supports people to live independently at home rather than being cared for in hospital. Just like the kind of care David was receiving.
And as winter comes and pressure increases on the NHS, these kinds of services are relied on more than ever.
“If you can’t guarantee that the person you’re expecting is the person you get then I think the system is very flawed,” Sarah tells me.
A Department of Health and Social Care spokesperson told Sky News: “Our sympathies are with David’s family and friends in this deeply concerning case.
“This government inherited a social care system in crisis. We are committed to building a National Care Service – underpinned by national standards and delivered locally – to improve the consistency of care and ensure everyone can live an independent and dignified life.”
“A healthy NHS and social care system requires strong regulation to ensure patient and user safety and that’s why we are reforming the Care Quality Commission to make sure it is fit for purpose.”
Access Care CEO Tiggy Bradshaw also told Sky News: “We were shocked to hear of this terrible deception and are deeply sorry for what Mr Seal and his family have experienced.
“When we heard of these alarming allegations, we contacted Action Fraud and the police and commenced an urgent safeguarding review. We have been in close touch with the family throughout and will continue to collaborate with the police.
“We have strict protocols in place however these extremely unusual circumstances have given us cause for reflection.
“We are in the process of developing further security checks and procedures for families in receipt of care at home.”
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Several days after approaching Hampshire Police for comment, a spokesperson told us they were looking into the case, adding: “Officers are carrying out a number of enquiries and the incident is still under investigation to determine whether any crimes have been committed.”
Sarah meanwhile says she has been left deeply concerned by the incident.
‘If the system can be played this easily, then the system needs to change,’ Sarah said
“We knew nothing about this person who was in my dad’s home. For all I know she could have been an axe murderer,” she told Sky News.
“The fact that the carer was able to get away with it for as long as she did put the entire system in doubt.
“If the system can be played this easily, then the system needs to change.”
An alleged attack by the Manchester Arena bomb plotter on prison officers at a high-security jail “will stick with” those impacted “for the rest of their lives”, a former officer and colleague of the victims has said.
Hashem Abedi is accused of violently assaulting officers at HMP Frankland in Durham last weekend, using hot cooking oil and an improvised, or homemade, weapon.
He was serving his sentence in a separation unit, known as a “jail within a jail”, after being found guilty of 22 counts of murder for helping his brother Salman Abedi carry out a suicide bombing at an Ariana Grande concert in 2017.
The attack has raised fresh questions about the safety of prison staff.
Inmates inside separation units had access to cooking facilities, which has now been suspended.
Abedi was moved back to Belmarsh after the alleged attack
‘It will stick with them for life’
Matthew, who only wants to be referred to by his first name, worked with the officers who were hospitalised following the attack.
“I’ve spoken to ex-colleagues who I’m still friends with,” he told Sky News.
“They’ve not discussed the specifics of the incident, but they’ve said it will stick with them for the rest of their lives.”
Matthew broke down as he described the “obscene” and “ludicrous” levels of violence that staff face inside prison.
He’s worked at a number of different jails.
“I’ve been there when you’re mopping your colleagues’ blood… when you’ve seen a serious assault, and you don’t know if they’re gonna be OK, and then 10 minutes later, you’ve got to get back on with your day, you’ve got to carry on running the regime,” he said.
“It is difficult, and it is awful.”
Matthew worked with the officers who were hospitalised
‘No adequate protection’
There were 10,496 assaults against prison staff in England and Wales in the 12 months to September – a 19% rise on the previous year.
“The reality is there’s no adequate protections for prison staff, and that’s a great frustration,” the general secretary of the Prison Officers’ Association union, Steve Gillan, told Sky News.
Having visited HMP Frankland earlier in the week, and spoken to many of the officers who were involved, Mr Gillan described the mood among colleagues as one of “anger, frustration, and sadness”.
The association, which represents prison officers, is calling for a “reset” – and for staff to be given stab-proof vests and tasers in “certain circumstances”.
Read more:
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Steve Gillan
‘The entire system needs to change’
Justice Secretary Shabana Mahmood said she shared “the country’s shock and anger” at the attack.
The government has launched a review that will look at how it was able to happen, and will also consider how separation centres are run.
The Prison Service is also conducting a “snap” review into whether protective body armour should be available to frontline staff.
But ex-officer Matthew said “nobody is ever truly safe” in the prison service, with staff facing “impossible challenges every day”.
“The entire system needs to change,” he added. “From the ground up.”
Unwary travellers returning from the EU risk having their sandwiches and local delicacies, such as cheese, confiscated as they enter the UK.
The luggage in which they are carrying their goodies may also be seized and destroyed – and if Border Force catch them trying to smuggle meat or dairy products without a declaration, they could face criminal charges.
The new jeopardy has come about because last weekend, the government quietly “extended” its “ban on personal meat imports to protect farmers from foot and mouth”.
This may or may not be bureaucratic over-reaction.
It’s certainly just another of the barriers EU and UK authorities are busily throwing up between each other and their citizens – at a time when political leaders keep saying the two sides should be drawing together in the face of Donald Trump’s attacks on European trade and security.
Keir Starmer’s been embarking on a reset with European leaders. Pic: Reuters
The ban on bringing back “cattle, sheep, goat, and pig meat, as well as dairy products, from EU countries into Great Britain for personal use” is meant “to protect the health of British livestock, the security of farmers, and the UK’s food security.”
There are bitter memories of previous outbreaks of foot and mouth disease in this country, in 1967 and 2001.
In 2001, there were more than 2,000 confirmed cases of infection resulting in six million sheep and cattle being destroyed. Footpaths were closed across the nation and the general election had to be delayed.
In the EU this year, there have been five cases confirmed in Slovakia and four in Hungary. There was a single outbreak in Germany in January, though Defra, the UK agriculture department, says that’s “no longer significant”.
The UK imposed bans on personal meat and dairy imports from those countries, and Austria, earlier this year.
Authorities carry disinfectant near a farm in Dunakiliti, Hungary. Pic: Reuters
Better safe than sorry?
None of the cases of infection are in the three most popular countries for UK visitors – Spain, France, and Italy – now joining the ban. Places from which travellers are most likely to bring back a bit of cheese, salami, or chorizo.
Could the government be putting on a show to farmers that it’s on their side at the price of the public’s inconvenience, when its own measures on inheritance tax and failure to match lost EU subsidies are really doing the farming community harm?
Many will say it’s better to be safe than sorry, but the question remains whether the ban is proportionate or even well targeted on likely sources of infection.
Read more: The products you can’t bring into Britain from the EU
No more gourmet chorizo brought back from Spain for you. File pic: iStock
A ‘Brexit benefit’? Don’t be fooled
The EU has already introduced emergency measures to contain the disease where it has been found. Several thousand cattle in Hungary and Slovenia have been vaccinated or destroyed.
The UK’s ability to impose the ban is not “a benefit of Brexit”. Member nations including the UK were perfectly able to ban the movement of animals and animal products during the “mad cow disease” outbreak in the 1990s, much to the annoyance of the British government of the day.
Since leaving the EU, England, Scotland and Wales are no longer under EU veterinary regulation.
Northern Ireland still is because of its open border with the Republic. The latest ban does not cover people coming into Northern Ireland, Jersey, Guernsey, or the Isle of Man.
Rather than introducing further red tape of its own, the British government is supposed to be seeking closer “alignment” with the EU on animal and vegetable trade – SPS or “sanitary and phytosanitary” measures, in the jargon.
A ban on cheese? That’s anything but cracking. Pic: iStock
UK can’t shake ties to EU
The reasons for this are obvious and potentially make or break for food producers in this country.
The EU is the recipient of 67% of UK agri-food exports, even though this has declined by more than 5% since Brexit.
The introduction of full, cumbersome, SPS checks has been delayed five times but are due to come in this October. The government estimates the cost to the industry will be £330m, food producers say it will be more like £2bn.
With Brexit, the UK became a “third country” to the EU, just like the US or China or any other nation. The UK’s ties to the European bloc, however, are much greater.
Half of the UK’s imports come from the EU and 41% of its exports go there. The US is the UK’s single largest national trading partner, but still only accounts for around 17% of trade, in or out.
The difference in the statistics for travellers are even starker – 77% of trips abroad from the UK, for business, leisure or personal reasons, are to EU countries. That is 66.7 million visits a year, compared to 4.5 million or 5% to the US.
And that was in 2023, before Donald Trump and JD Vance’s hostile words and actions put foreign visitors off.
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Trump: ‘Europe is free-loading’
More bureaucratic botheration
Meanwhile, the UK and the EU are making travel between them more bothersome for their citizens and businesses.
This October, the EU’s much-delayed EES or Entry Exit System is due to come into force. Every foreigner will be required to provide biometric information – including fingerprints and scans – every time they enter or leave the Schengen area.
From October next year, visitors from countries including the UK will have to be authorised in advance by ETIAS, the European Travel and Authorisation System. Applications will cost seven euros and will be valid for three years.
Since the beginning of this month, European visitors to the UK have been subject to similar reciprocal measures. They must apply for an ETA, an Electronic Travel Authorisation. This lasts for two years or until a passport expires and costs £16.
The days of freedom of movement for people, goods, and services between the UK and its neighbours are long gone.
The British economy has lost out and British citizens and businesses suffer from greater bureaucratic botheration.
Nor has immigration into the UK gone down since leaving the EU. The numbers have actually gone up, with people from Commonwealth countries, including India, Pakistan and Nigeria, more than compensating for EU citizens who used to come and go.
Editor’s note: Hands off my focaccia sandwiches with prosciutto! Pic: iStock
Will European reset pay off?
The government is talking loudly about the possible benefits of a trade “deal” with Trump’s America.
Meanwhile, minister Nick Thomas Symonds and the civil servant Mike Ellam are engaged in low-profile negotiations with Europe – which could be of far greater economic and social significance.
The public will have to wait to see what progress is being made at least until the first-ever EU-UK summit, due to take place on 19 May this year.
Hard-pressed British food producers and travellers – not to mention young people shut out of educational opportunities in Europe – can only hope that Sir Keir Starmer considers their interests as positively as he does sucking up to the Trump administration.
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