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Archived: Carers Trust in Greater Manchester Good

This service was previously registered at a different address - see old profile

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Inspection report

Date of Inspection: 3 December 2013
Date of Publication: 12 December 2013
Inspection Report published 12 December 2013 PDF | 73.87 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 3 December 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We found the provider had effective systems in place to record, respond to and investigate any complaints made about the service. People who used the service told us they were aware of the complaints process and what action to take. The complaints process was detailed in customer information folders which had been provided to each person who used the service.

One person who used the service told us; “I’m aware of the complaints procedure through the file we were given, my starting point would always be the office if I had a problem.” Another person who used the service said “I have never had cause to complain, I’m very grateful for the service they provide.”

We looked at the current complaints and procedures policy. This clearly set out how complaints would be addressed and included contact details of other agencies such as the Care Quality Commission.