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Archived: Right at Home (Sutton & Epsom)

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Inspection report

Date of Inspection: 2 July 2013
Date of Publication: 27 July 2013
Inspection Report published 27 July 2013 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 2 July 2013, talked with people who use the service and talked with carers and / or family members. We 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. We asked some of the people using the service and their representatives if they knew what to do if they were unhappy or wanted to make a complaint about the care and support they had received. One person said, “If I wasn’t happy I would give them a call straight away.” Another person told us, “I would be able to call the manager and talk about anything and the manager is very understanding.” They also said about the service, “They’re so good I don’t have any complaints.” Another person said, “I’ve never had a problem talking to the managers. They will come round and have a chat with you.” Another person told us, “I can quite happily go to the manager if I had any worries.”

We saw the service’s policy for dealing with complaints was set out in the service user guide provided to people using the service. The policy explained how and to who people could make a complaint to. Contact details for senior staff had been provided. The procedure also outlined how long it would take for their complaint to be dealt with and who else they could contact outside of the service. The registered manager told us they talked through the service user guide with people when they started using the service. They said they explained the service’s policies, including what people could do if they wanted to make a complaint. They also told us they had provided one person using the service, who was partially sighted, with a large print version of their service user guide.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We looked at one complaint received by the service this year to check how the service had dealt with it. The registered manager had promptly investigated the complaint and had recorded the actions taken to resolve the complaint. They had provided appropriate feedback to the person that had made the complaint.