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Archived: Care Purbeck

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All reports

Inspection report

Date of Inspection: 14 February 2013
Date of Publication: 11 May 2013
Inspection Report published 11 May 2013 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 14 February 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available

Reasons for our judgement

People were made aware of the complaints system. People we spoke to knew how to complain. They said that they never had any complaints to make but if they did they would call the registered manager straight away and that it would be dealt with.

Staff we spoke to all said that they would take complaints seriously. They would gather information and would always report them to the registered manager without delay. They had all been given copies of the complaints policy and procedures to refer to by the registered manager.

We were shown the agencies Complaints policy and procedures. The registered manager told us the process she would follow if a complaint was made, this was in accordance with the policy and procedures for the organisation. The registered manager said that she would report concerns to the local safeguarding team and to the care quality commission.

The registered manager told us that there had not been any complaints to investigate in the three years the agency had traded.