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Archived: Tonna Care Services Limited

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Inspection report

Date of Inspection: 10, 12 February 2014
Date of Publication: 14 March 2014
Inspection Report published 14 March 2014 PDF | 73.85 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 10 February 2014 and 12 February 2014, observed how people were being cared for 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.

Reasons for our judgement

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. The service had a complaint policy and procedure in place that had been reviewed in April 2013. Staff we spoke with were aware of its content and knew how to deal with comments or complaints about the service.

The service’s complaints procedure was also in picture format to aid people’s understanding. It told people and/or their relatives/advocates what they should do if they wished to make a complaint. It provided information about the time scales in which the complaint would be investigated and when they could expect resolution. The registered manager told us that they had received no complaints about the service in the past year.

Relatives we spoke with told us they would feel confident in raising any issues or concerns with the service. However, none had actually made a complaint to the service as they were happy with the quality of care provided.