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Archived: Allied Healthcare - Newbury

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Inspection report

Date of Inspection: 8 July 2014
Date of Publication: 8 August 2014
Inspection Report published 08 August 2014 PDF | 86.98 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 8 July 2014, 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, talked with staff and reviewed information given to us by the provider.

Our judgement

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

Reasons for our judgement

The provider had an appropriate complaints procedure and people were notified about it. The people we spoke with and their relatives were aware they could complain. People told us that when they had made a complaint, the agency had investigated it. With one exception, people we spoke with said things they had raised had been resolved to their satisfaction. People gave examples of where they had been unhappy about individual staff. They told us the manager had replaced them promptly with another staff member.

One person said: “any issues get reported back and dealt with.” Another person told us that: “any issues get resolved.” Several people commented that they hadn’t always had consistent staff supporting them due to staff shortages. Others were happy that they had been supported by a regular team. Several people told us that the office hadn’t always contacted them when staff were running late to let them know. These issues were also reflected in the recent staff survey responses.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We looked at the records of the complaints made since the last inspection. One complaint was an issue raised by a member of staff, unrelated to care, which could have been recorded outside of the complaints procedure. We saw from the records that the issues raised had been investigated and attempts made to resolve the matter to the complainant’s satisfaction. The records provided information on the action taken. The manager said that the agency was still providing support to each of the previous complainants.