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Archived: Gemini Exclusive Care

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Inspection report

Date of Inspection: 12 November 2012
Date of Publication: 12 December 2012
Inspection Report published 12 December 2012 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 12 November 2012, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People who used the service were sure their complaints and concerns were listened to and acted on as the provider had procedures in place for the investigation of complaints.

We saw that as part of the assessment process and before the support plans were agreed, the manager visited potential service users at home and provided them and/or their family with information about the service. This information included the procedure for people to follow should they wish to make a complaint. We saw that the information included the timescale within which people could expect their complaint to be responded to and an outcome provided. We noted that the complaints procedure included the address and telephone numbers for external agencies such as the local Authority Social Services Department as well as the manager for Gemini Exclusive Care.

We spoke to a family member who knew about the complaints procedure, and this person said that the manager was very approachable and was always available if they had any concerns. During the inspection we were made aware that Gemini Exclusive Care had not received any complaints.

We were told by a family member that the manager always acts on any concerns raised by them, but we were unable to find a record of any concerns and how they had been addressed.

The manager told us that one of the people had raised a concern about a staff member and this had been addressed to their satisfaction, but this was not recorded in a complaints log. The provider may wish to keep a record of concerns and complaints to show what action had been taken when concerns were raised.