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Archived: Allied Healthcare Brent

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

All reports

Inspection report

Date of Inspection: 30 December 2013
Date of Publication: 25 January 2014
Inspection Report published 25 January 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 30 December 2013, 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.

Our judgement

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

Reasons for our judgement

The agency had a complaints policy, which had been recently reviewed. The complaints policy was recorded in an information pack that was supplied to people who used the service when they commenced a service with the agency. The registered manager told us that in response to the survey feedback she had asked the field care supervisors when they first visited a person who used the service to explain to people the procedure for making a complaint.

People we spoke with were aware of how to make a complaint. One person told us about a complaint that they had made and confirmed that this had been responded to appropriately by the agency. Another person who used the service said that they had the contact number for the agency and if they had any concerns their “care worker helps them sort them out.”

Care workers and other staff that we spoke with knew about the reporting and recording procedures they needed to follow in response to receiving a complaint.

Records showed that complaints were recorded and appropriate action taken in response to complaints. The organisation had a dedicated central customer service team that was automatically informed of each complaint as soon as it was recorded electronically. The customer service team then sends a letter to the complainant and monitors the action taken by the agency. Records showed that the customer service team agreed action taken by senior staff in response to complaints and had asked the service delivery manager to take further action when they considered that this was needed. The registered manager told us that complaints were monitored daily and she provided a weekly update about them to her line manager.