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Archived: DB Care and Recruitment Agency Limited

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Inspection report

Date of Inspection: 24 December 2012
Date of Publication: 29 January 2013
Inspection Report published 29 January 2013 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

We checked that people who use this service

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We carried out a visit on 24 December 2012, observed how people were being cared for, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and talked with stakeholders.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. People were given support by the provider to make a comment or complaint where they needed assistance.

We were given a copy of DB Care and Recruitment Agency complaints procedure that enabled service users and other people to make a complaint or a compliment about the domiciliary care services.

We saw on each service user’s file, information about how to make a complaint. The service users who we spoke to said they were aware of how and what to do if they needed to make a complaint or had any concerns.

The Manager told us that the agency had not received any complaints over the last year but four complimentary letters had been received.

The Manager might like to note that a complaints record book could be used to make a record of any complaints made, indicating how the complaint had been resolved and whether this was completed within the agency’s policy timeframe and whether the complainant was satisfied with the outcome.