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Inspection report

Date of Inspection: 21 February 2013
Date of Publication: 28 March 2013
Inspection Report published 28 March 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 21 February 2013, talked with people who use the service and talked with carers and / or family members. We talked with commissioners of services.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system.This was provided in a format that met their needs. We spoke with or received feedback from five people who received care and support from Chrome Tree Limited. They told us they were aware of the complaints policy and knew how to make a complaint if they needed to. They said they had regular contact with the manager, either in person or over the telephone. This meant they could raise any issues or concerns directly and promptly. They told us they had no cause for complaint so far.

We saw the provider's complaints policy included timescales for initial response and throughout the process to completion. This meant people could be confident their complaints would be dealt with in a timely way.

We saw people who received care had been provided with contact information for their Local Authority.This meant they had the necessary details to raise any concerns or complaints with them if they chose to do so.

There had not been any complaints recorded. One person we spoke with had a concern about one part of their care plan. They told us they had been able to discuss this with the manager. They were satisfied their concern would be addressed appropriately. They told us they felt very confident in the willingness of the provider to listen to any concerns and take action to deal with them where it was possible to do so. This confirmed people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.