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Archived: Advantage Healthcare - Colchester

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Inspection report

Date of Inspection: 13 January 2014
Date of Publication: 21 January 2014
Inspection Report published 21 January 2014 PDF | 75.29 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 13 January 2014, talked with carers and / or family members and talked with staff. We reviewed information given to us by the provider.

Our judgement

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

Reasons for our judgement

There was a system in place to ensure that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

There was a complaints policy and procedure in place. The procedure was clear and informed people how and when they could expect their complaint to be dealt with. We reviewed the records of one complaint received by the service since our last inspection. We saw that the complaint had been responded to appropriately and within agreed timescales.

Relatives of people who used the service told us that they would be comfortable to raise anything that concerned them directly with the management team. One person told us, “When we have had an issue they have sorted it out to our satisfaction straight away.”

A health professional involved with the service told us that they felt the management team were very responsive and that they would have no concerns about raising any issues directly with them.