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Archived: Truro Internal Homecare Agency

This service was previously registered at a different address - see old profile

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 16, 17 April 2014
Date of Publication: 6 June 2014
Inspection Report published 06 June 2014 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 16 April 2014 and 17 April 2014, 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 and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

All seven of the people who received support from Truro Internal Homecare Agency were happy with the standard of care they received. When we asked people how they would make a complaint we were told “I have a booklet with all that information but I have never needed it” and “I am very pleased with them, I have no complaints whatsoever”.

We found that Truro Internal Homecare Agency regularly received positive feedback and other compliments from people who used the service. In the three months prior to the inspection a total of 26 compliments had been received. Compliments received included “About the best support team I have come across”, “No improvements needed - excellent if you get any new carers in send them here and I will assess them! All wonderful. Even if it was raining - they would still come in with a smile - really miss my girls, get quite emotional when I think of them. Don't think I would have got on as I have without them” and “I was more than satisfied with the service I received from all the staff. Thank you very much. Thank each and every one for their visits.”

The registered manager informed us that a copy of the services complaints policy was given to everyone who received care and support from of the Short Term Enablement and Planning (STEP) Service. We reviewed this policy and found it included clear guidance on how to make a complaint and a description of the investigation process that would be followed in relation to any complaints received. We found that the small number of complaints received had been effectively investigated and resolved in accordance with the complaints policy.

The complaints policy also included information on the procedures available to complainants if they were dissatisfied with how their complaint had been handled. This included the contact details of the local government ombudsman for use in the event that an individual was unsatisfied with the investigation into the complaint. During our conversation with managers and staff we found that Truro Internal Homecare Agency adopted a learning approach in relation to comments received in relation to the quality of the service and there was a clear drive to ensure people received high quality care and support.