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Archived: Teeside CSS - Middlesborough

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Inspection report

Date of Inspection: 30 December 2013
Date of Publication: 25 January 2014
Inspection Report published 25 January 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 30 December 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

As part of our inspection we spoke with the manager about how complaints about the service were managed. We also asked to look at the complaints received by the service within the last 12 months. The manager told us that there had been no formal complaints made about the service within the last 12 months. They also explained that informal complaints, comments and concerns were recorded in people’s files and addressed informally.

We looked at the complaints policy and found that it was comprehensive and gave advice to staff and the manager about how they should deal with complaints. It outlined people’s responsibilities and also gave information about timescales for acknowledging complaints and investigating them. The policy contained information about which other organisations people could contact if they were not happy with the way a complaint had been investigated or resolved. The policy was available to staff and to people who used the service and was also available in an easy read format. This meant that clear information was available about how people should handle complaints and who they should be escalated to if local resolution was not possible.

The manager told us that when people joined the service, it was explained to them by their key worker how they could complain. They were also given a copy of the easy read policy to keep within their homes as well as cards they could fill in and send off to the head office if they had any concerns. The manager also told us that people were supported to make complaints if they wished to do so and independent advocates were organised for people who wished to use them. This meant that people were able to complain about the support they received and be confident that action would be taken to investigate without fear of repercussions.

We spoke with one person who used the service about this outcome and one relative. They both told us that they knew how to complain if they needed to, and who to contact. The person who used the service told us that staff had explained to them what to do if they were unhappy about any aspect of the support they received. They told us that they had not had to complain about anything and were happy with the service they received. The relative we spoke with told us that they were aware of who to contact if they were unhappy about the support their family member received. They told us that on the whole they were happy with the service. They also told us that they had contacted the service in the past about minor concerns they had and were happy with the way these had been addressed. People who used the service and their relatives knew how to make a complaint.