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Archived: Direct Health (Coventry)

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Inspection report

Date of Inspection: 14 January 2013
Date of Publication: 7 February 2013
Inspection Report published 7 February 2013 PDF | 79.03 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 January 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

We looked at the complaints policy and procedure and were satisfied it informed people how they could make a complaint and how the service would respond to any complaints. The procedure was part of the pack of information provided to people using the service.

We asked to look at the formal complaints received by the service. We noted there had been one formal complaint in 2012. This had been to do with a lack of continuity in staff being provided to the person using the service. We noted the manager had investigated and responded appropriately to the complaint. We were also told that the organisation had improved its scheduling and staff rotas to provide more continuity of staff to people who had used the service. People using the service also told us this had improved.

We asked people using the service whether they were aware of how to complain. They told us they knew how to complain and would complain if they felt they needed to. We asked staff what they would do if a person using the service told them they were unhappy about any aspect of the service provided. Staff told us they would ensure the care co-ordinators or manager was made aware of the complaint.

We noted the service routinely contacted a sample of people by telephone to check whether they were satisfied with the service. We were informed by the care co-ordinators that any concerns are often dealt with at this more informal stage.