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Archived: Ablewell Care

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Inspection report

Date of Inspection: 9 May 2013
Date of Publication: 15 June 2013
Inspection Report published 15 June 2013 PDF | 87.53 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 9 May 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. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

All the people who used the service told us that they knew how to make a complaint. One person told us that they would ring up the office and “tell them what was wrong” and another told us about an issue that had arisen with their care and how this had been resolved to their satisfaction by the provider.

We saw that the provider had a written policy which specified that complaints would usually be resolved within 28 days. This was also referred to in the service user’s guide which was provided to each person who used the service.

The provider maintained a log of complaints from which we saw that these timescales had been adhered to.

We could also see that the provider had used a variety of strategies to resolve complaints to the satisfaction of people who used the service. These included providing repeat visits at no charge and making changes to the staff who provided care. This meant that people’s complaints were fully investigated and resolved, where possible, to their satisfaction.

The provider may wish to note that in some cases we were unable to identify whether the person using the service had finally been satisfied with the resolution of their complaint. A record of this together with the date would enable the provider to evaluate how effective their complaints processes were.

We saw that a survey of people using the service had been completed over 12 months ago and prior to the last inspection but that one had not been undertaken since. Although we were unable to take this survey into account we did see a number of other positive comments which had been made by people using the service.