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Birchwood Homecaring Services Limited Good

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Inspection report

Date of Inspection: 11 November 2013
Date of Publication: 4 April 2014
Inspection Report published 04 April 2014 PDF | 73.71 KB

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 11 November 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and talked with commissioners of services.

Our judgement

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

Reasons for our judgement

We looked at the complaints handling of the provider due to receiving information that people were not being contacted after making a complaint.

We saw that the provider had a clear complaints policy and procedure in place. This policy and procedure was available for people who used the service and their relatives. The provider also recorded verbal issues brought to their attention in a communications book. We noted that these issues were responded to appropriately before people felt the need to make a complaint. This showed that the provider had systems in place to deal with comments and complaints.

We saw that the provider had received three complaints in 2013. From records checked we saw that the provider had recorded each of these complaints and what they related to. The provider responded to the complaints and then investigated them. Documentation was kept by the provider regarding what action they took following a complaint. We also saw that the provider would meet with people who had made complaints and records of discussions and proposed actions were available.

We noted that at the end of a complaint investigation, the provider wrote to people with the outcome of their complaint. The provider may find is useful to note that the final response letter did not encourage people to contact the provider to discuss whether the issues they had raised had been resolved satisfactorily.