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Archived: Caremark (Redbridge)

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

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Inspection report

Date of Inspection: 13 February 2013
Date of Publication: 20 March 2013
Inspection Report published 20 March 2013 PDF | 76.36 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 13 February 2013, talked with people who use the service and talked with staff. We received feedback from people using comment cards.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. There was a complaints policy in place. We were told the agency's complaints policy was included in people's files held in their homes. People said they knew they could complain to their care worker or to someone in the agency's office.

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. We reviewed the complaints and comments folder. We found people's complaints and comments were responded to appropriately and in line with the agency's policy.

We asked for and received a summary of complaints people had made and the provider’s response. There was documentary evidence people’s complaints were fully investigated and resolved, where possible, to their satisfaction. We found emails showing correspondence between the agency and complainants, witness statements where needed and letters confirming the resolution of the complaints.