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Archived: SSA Quality Care

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All reports

Inspection report

Date of Inspection: 12 July 2013
Date of Publication: 5 September 2013
Inspection Report published 05 September 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 12 July 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 and people were made aware of how to make a complaint.

Reasons for our judgement

We saw an effective complaints procedure was in place to ensure people could raise any concerns that they had. We were informed this could be provided in large print or other accessible formats to suit people's individual needs. The complaints procedure informed people how to make a complaint and the timescales in which they could expect their concerns to be addressed. It also provided people with alternative contacts if they felt their complaints had not been dealt with appropriately. People we spoke with told us they generally had no concerns about the service and if they did they would speak to the provider or carer. They said they were confident any concerns raised would be dealt with appropriately. Some people told us they would raise small concerns with their carers before they escalated into a formal complaint. The provider may wish to note we received information from two people, one prior to our visit and another after our visit in which they both said they had raised their concerns by telephone. Both told us they felt the manner in which they were responded to had been very rude and abrupt.

The provider informed us all complaints were logged and analysed as part of the quality monitoring process. This enabled them to see if there were any trends in the types of complaints and to make any necessary changes to improve outcomes for people who use the service. We looked at the complaints log and found they had been responded to according to the organisations policy and procedure. We had been made aware of one complaint prior to our visit. The provider may wish to note this had not been logged in the complaints book according to the organisations procedure. However, in discussion with the manager, we were able to ascertain that the concern had been logged in the person's individual records which had been archived following the closure of their care package. We were provided with evidence to substantiate this.