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Right Nurse Care Services Good

All reports

Inspection report

Date of Inspection: 31 October and 4 November 2013
Date of Publication: 6 December 2013
Inspection Report published 06 December 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 31 October 2013 and 4 November 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and talked with other authorities.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

All five people who used the service or their relatives that we spoke with about the care provided by Right Nurse Care Services were aware of how make a complaint. People told us, “I don’t have any complaints about RightNurse”, “no complaints what so ever” and “when it comes to issues and problems they work with me to resolve them”.

In relation to the complaints procedures people told us “if I had a complaint I would speak with the manager and I know it would be resolved immediately”, “I spoke with the manager once about a member of staff who had been asleep, the issue was dealt with and I have not seen that member of staff again” and “if I was unhappy about something I would phone the office to talk before I made a complaint”.

We inspected Right Nurse’s complaints policy and found that all complaints should be acknowledged within 24 hours and investigated and responded to within 28 days. The policy documentation included the contact details of both the Care Quality Commission and Local government Ombusman for use in the event that a complainant was unsatisfied with the response they received from the service. We saw Right Nurse Care Services regularly received thank you cards and other compliments from people who used the service and their families.

This demonstrated that people who used the service could be confident that their complaints and other comments would be listened to and effectively investigated if necessary.