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Archived: Take 4 Personnel Limited

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Inspection report

Date of Inspection: 29 August and 4, 24 September 2013
Date of Publication: 7 November 2013
Inspection Report published 07 November 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 29 August 2013, 4 September 2013 and 24 September 2013, 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 reviewed information given to us by the provider.

Our judgement

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

Reasons for our judgement

We looked at the provider's complaint procedures which informed people how and who to make a complaint to and included the stages and timescales for the process. The provider may find it useful to note that the procedure does not provide the contact details of the Local Authority, Clinical Commissioning Groups (CCG) and/or Care Quality Commission (CQC).

At our last inspection to the service in February we were advised that comments and complaints about the service were not logged, reviewed and evaluated. At this inspection we found that a record of complaints had been formulated and maintained. Records showed that there had been two complaints since February 2013. Records showed that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

During the inspection when reviewing staff records we found evidence that concerns about two members of staffs conduct and/or work practices had been raised. The provider may find it useful to note that neither issue had been logged as a potential complaint.

No recent records of compliments from people who used the service and those acting on their behalf were available. The office manager was advised to retain these so as to capture the service's achievements.