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Archived: Workwise Healthcare Limited

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All reports

Inspection report

Date of Inspection: 2 August 2012
Date of Publication: 9 August 2012
Inspection Report published 9 August 2012 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

Our judgement

The provider is compliant with this standard. Systems were in place which enabled people to make comments or complain about the service they received.

User experience

People who used the agency told us they were provided with a copy of the agency's complaints procedure as it was included in the agency's service user guide.

We spoke with three people who used the agency and asked them if they knew how to make a complaint. Comments included, “I have never had to make a complaint but I would talk to someone at the office, I have their telephone number if needed,” and, “When we first started using the agency I felt the time that the staff were arriving at my home should be changed. I called the agency and it was sorted out for me straight away. It wasn’t a complaint as such but it reassured me that I could discuss anything with them.”

Other evidence

The agency's complaints procedure was supplied to people who used the service within their information pack. Furthermore, information about the agency was also available via a website, which also provided a facility for people to give feedback about their experience of using the agency.

The complaints procedure highlighted the contact details of the designated investigating officer at the agency and the time scales in which the complainant could expect a response to their concern or complaint.

We looked at the record of complaints received since our last inspection was performed in March 2012. The records showed that complaints had been managed effectively and the outcome of the investigation had been shared with the complainant and had been resolved, where possible, to their satisfaction. This showed that the agency had systems in place to support people, or those acting on their behalf, to make comments or complaints relating to the quality of agency provision.