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Archived: Sunshine Care - Central Offices Good

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

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 1, 2, 3 October 2013
Date of Publication: 7 November 2013
Inspection Report published 07 November 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 1 October 2013, 2 October 2013 and 3 October 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and reviewed information given to us by the provider.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. We found Sunshine Care had clear procedures in place for monitoring, reviewing, handling and responding to complaints and that these were followed in practice.

We spoke with the managers of the service about the management and handling of complaints and reviewed some recent written complaints which had been received over the past six months. We found that there was a clear complaints policy which the agency followed. The policy outlined the timescale in relation to management of a complaint and how complaints were investigated. The procedure for making a compliant was also detailed in the service user guide which we saw in people's homes. Following our visit we spoke to Sunshine Care about how verbal complaints were managed. We were told there was a process of auditing verbal complaints which had been made and the action taken to resolve the issue.

We discussed some recent written complaints which had been made with the manager of the homecare side of the business. All complaints had been properly investigated and complainants responded to within the timescales. Changes to people’s visit times had been made where there were complaints about this being too early or late and people had been happy complaints had been resolved satisfactorily. Where people had complained about consistency of care workers, this had been investigated and efforts made to improve this for people. We were able to see that issues which had arisen from complaints were discussed in the team meetings so staff were aware of changes which needed to be made to prevent a recurrence.

We spoke to staff on the telephone and people in their own homes. Everyone told us they knew how to make a complaint should they need too and staff were confident the managers of Sunshine Care would deal with the complaint promptly. One person told us “There wouldn’t be a need to make a complaint, but if I needed to, I would phone the office.” Another person told us they had raised a complaint with the office staff which had been resolved to their satisfaction. Staff told us if they had a complaint they would phone the office and were confident they would be heard. Staff told us they made people aware of the complaints process at the assessment stage verbally in addition to the written information people are given.