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Charter Care (West Midlands) Limited (B69) Requires improvement Also known as Charter Care Sandwell

All reports

Inspection report

Date of Inspection: 23 January 2013
Date of Publication: 21 February 2013
Inspection Report published 21 February 2013 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 23 January 2013, 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. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

All the people that we spoke with were happy with the quality of service provided to them. People felt confident that they could speak with the manager about their concerns and they would be addressed. One person told us, “No complaints, if I had I would phone the office and they would sort it out.” Another person told us that they were unhappy with one of the care workers that visited them and they complained to the office and it was sorted out.

The complaints procedure was detailed in the service user guide, a copy of which was given to each person using the service. This meant that people had information that gave them details about how to make a complaint.

All the staff we spoke with knew the complaints procedure and how to support people who used the service to make a complaint. We saw that there was a process in place for recording investigating and responding to complaints. Records that we looked at showed that where concerns or complaints were raised these were investigated and responded to. This meant that the provider investigated and responded to concerns raised by people who used the service.