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Mencap - West Hampshire Domiciliary Care Agency Good

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

We are carrying out a review of quality at Mencap - West Hampshire Domiciliary Care Agency. We will publish a report when our review is complete. Find out more about our inspection reports.
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Inspection report

Date of Inspection: 9 May 2011
Date of Publication: 27 July 2011
Inspection Report published 27 July 2011 PDF | 130.1 KB

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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

We reviewed all the information we hold about this provider, carried out a visit on 09/05/2011, reviewed information from people who use the service, talked to staff and talked to people who use services.

Our judgement

People could be sure their comments and complaints were listened too and acted upon. On the basis of the evidence provided and the views of the people using the service we found the service to be compliant with this outcome.

User experience

As a general rule people surveyed by the agency stated that they did know how to make a compliant or voice a concern. Other comments made were they would tell somebody or speak with their support worker or manager.

Other evidence

Information we received from the provider stated that the organisation has clear policies and procedures outlining the complaints process and timescales for a response.

The complaints process is in both a written and pictorial form to make the process more accessible to the people the agency supports. We were informed that people have a copy of the complaints process in their homes.

We viewed the complaints log which recorded the details of the complaint, names of people who had received and were investigating the complaint the outcome and action to be taken with the dates.