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Archived: Care at Home (Wearside) Limited - 13 Grange Terrace

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Inspection report

Date of Inspection: 27 January 2011
Date of Publication: 21 March 2011
Inspection Report published 21 March 2011 PDF

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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

We found that the service responds to and resolves, where possible, complaints in an appropriate way.

User experience

People who use the service were asked how they feel about it and the staff who look after them. Their comments include “ they tailor care around my needs", "they involve me and know what my needs are", and "they really look after me".

A relative was positive about the service and said the staff were "good" and "kind".

Other evidence

The service told us that it had a complaints procedure in place and information regarding the handling of complaints is available in the service user guide. A copy of this guide is given to every person who uses the service.

During our visit we were informed that the service has two complaints on going. These complaints are stored within a central database. There is no separate register of complaints. We reviewed the on going complaints and found that they were being resolved appropriately and within the required timescales.