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Archived: New Forest Homecare

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All reports

Inspection report

Date of Inspection: 26 March 2013
Date of Publication: 22 May 2013
Inspection Report published 22 May 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 looked at the personal care or treatment records of people who use the service, carried out a visit on 26 March 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. The registered manager told us that people were given information when they commenced services the agency about how to make complaints. We saw the ‘service user guide’ that people were given. It contained procedures of how to make a complaint to the agency, our contact details and the social services complaints and customer care office contact details. People we spoke to confirmed that they had received information from the agency about how to make complaints. One person told us “Have a paper book about how to make complaints”.

People told us that they knew how to make complaints. One person told us “Phone up New Milton and complain”

Another person told us “Ring office. Got the number in the folder”.

We saw the agencies detailed complaints policy. It had been dated as having been reviewed. The policy was held in the office and was available for staff to refer to. There were also details in the care workers handbook.

The registered manager told us that the agency had not received any complaints.

People we spoke to told us that they did not have any complaints about the agency. One person told us “No complaints at all. The service is so good”.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We were shown records that the agency had received three complaints. The complaints had all been investigated thoroughly and the agency had communicated throughout to the complainant. Upon completion of the investigation the agency had drawn conclusions and carried out actions where these were appropriate. The complaints had all been closed and concluded where possible to peoples’ satisfaction.

One complaint report that we saw came from a relative of a person who received services from the agency. The complaint concerned the amount of different care workers the person had received, the time agreed that care workers would call, a care worker not staying the full amount of time for a care call and that cleaning duties were not undertaken to the persons’ satisfaction. Each part of the complaint was fully investigated by the agency. The learning for the agency was that there were different perceptions of what had been communicated as services that the agency would provide. The records show that the agency took appropriate actions to resolve the issues. The agency assigned a senior care worker to monitor the care received by the person, a revised care plan was written that confirmed the times of the visits to the person, the care plan was amended to reflect the cleaning tasks the person wanted and the care worker who did not stay the full amount of time worked an extra ten minutes at the next care call to refund the time missed. They also had supervision with a senior manager where the issues were addressed.