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Angel Human Resources Limited (London Bridge) Requires improvement

All reports

Inspection report

Date of Inspection: 11 April 2013
Date of Publication: 15 May 2013
Inspection Report published 15 May 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 11 April 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff, reviewed information we asked the provider to send to us and talked with commissioners of services.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system. We saw a copy of the complaint's procedure which was included in the information pack provided to people at the beginning of their service.

People were given support by the provider to make a comment or complaint where they needed assistance. People we spoke with told us they felt confident in the management and staff and that they were able to discuss any areas of dissatisfaction or make a complaint if they needed to. One person told us "if I wanted to make a complaint I would know how to", another person said "i have no complaints about my care".

We were told by staff that people's complaints were fully investigated and resolved, where possible, to their satisfaction. We asked for a summary of complaints people had made and the provider’s response. At the time of the inspection we were told that the provider had received no complaints. We were told that people would raise issues about their service received and these would be dealt with, for example by a change in care plan or care worker, and a formal complaint averted.