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Archived: HQL Domiciliary Care & Outreach Support

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Inspection report

Date of Inspection: 10 September 2012
Date of Publication: 17 October 2012
Inspection Report published 17 October 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 10 September 2012, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with carers and / or family members, talked with staff and talked with stakeholders.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

Relative of people receiving services spoken with were confident that they could raise any concerns directly with the service and felt that any comments would be addressed. They also said that a copy of the complaints procedure had been provided.

People had their comments and complaints listened to and acted on. Through discussion with the manager if was evidenced that peoples wishes and needs were very much taken into account.

The manager was able to demonstrate through examples where lessons had been learnt and steps taken to improve the service and that the service strives to resolve any concerns as soon as they arose. The service had a policy and procedure in place with regard to complains which was kept under review. The procedure had stages on how any complaint would be addressed and who to contact if the complainant wished to take matters further.