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Archived: Steps Care Limited

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Inspection report

Date of Inspection: 14 March 2013
Date of Publication: 3 May 2013
Inspection Report published 3 May 2013 PDF | 84.3 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 14 March 2013, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.

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. The provider had complaints procedure in place for people who use services which was reviewed during visit. This was in pictorial easy read format (How to complain) They had complaints letter in pictorial easy read as well to ensure for people to write complaints. This ensures that people's needs and cognition were taken into account to ensure they were aware of process in place for them. The registered manager told us that they had devised formats to suit the needs of people within the service. This encouraged an open culture where people could be supported to raise issues/concerns. People were given support by the provider to make a comment or complaint where they needed assistance.

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. People we spoke to told us that they had been made aware of the complaints procedure. They told us that they felt that they could speak to staff who would help and support them to resolve any issues. People had form which was reviewed during visit which they signed stating they had been informed of process. The form stated that people had access to procedure which was given to them and that this had been explained to them.

The provider has a complaints folder in place which was reviewed. This included the provider's policy which was dated June 2012 (Concerns and Complaints). The provider how ever did not have a complaints log in the folder. The provider may wish to note that a log will ensure monitoring, review of any trends that may be taking place. This will ensure actions can be taken and area of concern resolved. The registered manager was the complaints officer for the provider. We asked for and received a summary of complaints people had made and the providers response. The provider did not have any complaints within the last year.