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Archived: Kivernell Care Limited

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Inspection report

Date of Inspection: 18 February 2014
Date of Publication: 18 March 2014
Inspection Report published 18 March 2014 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 18 February 2014, talked with people who use the service and talked with carers and / or family members. We talked with staff and 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

Details of procedures for making comments and complaints were supplied to service users in their care folder. We spoke with four care workers and they confirmed they had seen these forms. Staff told us that they regularly explained and reminded people who used the service about the comments and complaints procedures.

The service had a robust comments and complaints policy that set out the route any complaint had to follow to a proper conclusion. This was monitored by the provider, risk assessed and there was a process to evaluate and feedback the results.

The staff we spoke with had knowledge of the complaints procedures and told us they had been given training on the subject and were confident to deal with a formal complaint. We saw that people were given support by the provider to make a comment or complaint by the use of feedback forms. Kivernell Care Ltd used the services of an independent company to seek comments from people who used the service in order to obtain comments about the service provided. This meant that people were made aware of the complaints system and it was provided in a format that met their needs.

When we spoke with people they all were able to confirm that they were aware of the comments and complaints procedures. One person said: “I am able to contact the service at any time and they always take on board any comments”.

We saw that when a complaint had been made it was dealt with professionally and in a timely manner. This resulted in the parties in question being happy with the resolution. This meant that people's complaints were fully investigated and resolved, where possible, to their satisfaction.