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Archived: Home Instead Senior Care Also known as Silver Lining Care Services Limited t/a Home Instead Senior Care

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 14 January 2014
Date of Publication: 11 February 2014
Inspection Report published 11 February 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 14 January 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

We spoke with the owners, the registered manager, two health care professionals, three relatives and a family friend.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People's complaints were fully investigated and resolved, where possible, to their satisfaction.

The agency had a comprehensive electronic recording system in place. We saw that office staff recorded all notes from people's reviews about their care and support. We saw that this system also recorded any areas of concern or problems with the action plan/outcome recorded. For example, we saw that a relative had contacted the office about a care issue - this had been recorded, investigated and resolved appropriately. Notes had been made both on the person's care file and the care staff member's file. An email was sent round the office to alert other staff to the concern. This meant that all relevant information about people's care is recorded and held on file.

The agency had a comprehensive complaints policy which contained all the information required. People confirmed to us they knew how to complain if they needed to but told us they had no complaints at all but many compliments. We looked at a complaint that had recently been made and saw that it had been fully investigated, a decision made on the evidence found and an outcome letter sent out to the complainant. This meant that people could be confident that they had their comments and complaints listened to and acted on.

We saw that the agency had received many compliments since the last inspection. Written letters included comments such as "I bless the day your agency came into our lives", "…very big thank you...we could not have achieved this level of independence without you", "I thank you all from the bottom of our hearts for your love and attention" and "thanks for all your TLC! You are all saints".