Community Support Service - Elgin

1. To ensure that people and their families have confidence in the service, the provider should review complaint handling procedures. To do this the provider should, at a minimum, evidence how the outcome of complaints has informed wider service improvement and ensure records in relation to complaints are available to all those who need them. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes.’ (HSCS 4.19) and ‘If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me.’ (HSCS 4.21)

1. To ensure that people receive the correct amount of support, the provider should ensure that leaders have effective oversight of staffing. To do this the provider should ensure people's assessed needs determine staff numbers and staff deployment, and that leaders have reliable systems to confirm visits are delivered as planned. This should result in improved oversight of staffing and reduce the risk of missed or undelivered care. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states: 'My needs are met by the right number of people' (HSCS 3.15).