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Archived: Allied Healthcare - Cambridge

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

All reports

Inspection report

Date of Inspection: 23 January 2013
Date of Publication: 19 February 2013
Inspection Report published 19 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

People told us that they had regular contact by phone, or in person, with members of the agency’s management team. Copies of the agency’s complaints procedure were included in the information packs kept in people’s homes. People we spoke with were positive about the care staff and the general standard of care they received. People told us that they were able to raise any problems or concerns with the agency’s office staff and felt confident that they would be dealt with efficiently.

We reviewed the complaints policy and complaint log held in the agency’s office. The complaints process included expected time scales and guidelines for people using the agency. The manager discussed a recent complaint that had been received and there was evidence that this was being appropriately processed and investigated.

Complaints were monitored and audited by the organisation management to ensure that processes were followed and complaints were satisfactorily resolved with the complainant.