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Archived: Help at Home care service

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Inspection report

Date of Inspection: 2 January 2014
Date of Publication: 4 February 2014
Inspection Report published 04 February 2014 PDF | 77.09 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 2 January 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We 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

We spoke with four people who received a service from Help at Home and one person’s representative. They all told us they felt confident they could raise any concerns they may have with the registered manager and it would be dealt with quickly. Most reported being aware of having a copy of the complaints procedure in their care plan file in their homes.

One family member of a person who received a service told us they had to remind the staff to report to them on a regular basis, but this was now happening well. This person was happy with the way the concern was dealt with. The registered manager told us they had received one verbal complaint and this had been addressed and resolved.

We spoke with three staff who told us how they would support a person to raise a concern if they had one. All the staff we spoke with were clear about the complaints procedure, who should be contacted and how this could be done.

We reviewed the complaints policy and procedure. The policy informed people that they could make a complaint to the management team or refer to the Department of Adult Care, Health and Well-being or the Care Quality Commission.