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Archived: InSafeHands Limited

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All reports

Inspection report

Date of Inspection: 5 September 2011
Date of Publication: 14 November 2011
Inspection Report published 14 November 2011 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

Our judgement

There is an established complaints procedure within the service.

User experience

We spoke to people who use the agency and they told us that they felt the staff and management listened to their concerns and would act appropriately if needed. They also confirmed that they had no concerns about this service.

Other evidence

The service user guide that is provided to every individual within their care folder has a detailed section on Comments, Compliments and Complaints and the actions that need to be taken to address these.

There are forms and procedures in place to deal with any complaints that may arise.

The agency also has a book that records any comments or issues, no matter how small that the agency receives. All comments have an audit trail and an outcome. The comments can be requests, minor complaints/concerns or practical issues such as problems with a person’s front door lock and a staff member raising a concern about the size of someone’s walking frame. We think this is a good system because it helps to ensure things are dealt with properly.

CQC have not received any concerns about this service.