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Archived: Kalcrest Care Ltd

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

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 8 November 2012
Date of Publication: 12 December 2012
Inspection Report published 12 December 2012 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 8 November 2012, 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 stakeholders.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

Four people who used the service and five people's representatives told us they would inform the staff or agencies office if they had any concerns or complaints about the service. We reviewed the complaints records, which were held on people’s individual files on a computer data base and these showed where a complaint had been raised the care coordinator had investigated and responded to them. However the provider may find it useful to note we found no evidence people confirmed in writing that they were satisfied with the outcome of the investigation as required by the agencies policy.

We saw the complaints procedure formed part of the client service guide which was given to people when they commenced a service. The care coordinator and four staff explained what actions they would take if people wanted to make a complaint about the service. This showed people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

However the provider may find it useful to note the recording of people’s concerns and complaints individually did not enable them to identify any recurring patterns. We discussed this with two care coordinators who were able to see the benefits of developing a system.