Case Ref: 19 016 285 Category: Adult care services Sub Category: Domiciliary care

• Ensure the provider’s complaints procedure is made available to all care recipients when a new care package is commissioned;
• Review policy and practices around transition to new care providers to ensure there are no gaps in care provision;
• Provide guidance to its staff about identifying and dealing with complaints through its complaints procedure;
• Review all outstanding safeguarding enquiries to ensure they have been correctly signed off, completed and sent to relevant parties.

Case Ref: 19 000 261 Category: Adult care services Sub Category: Domiciliary care

• The Council has agreed to provide evidence that Burlington Homecare has completed actions identified in one of its complaint investigations which are: to review its procedures to ensure it reviewed new care packages after six to eight weeks; to remind staff of the importance of taking note of a person's living environment and reporting any concerns to the office; to update its complaints policy with up to date contact details; and to ensure complaints are investigated whether or not the service user is still in receipt of services.
• The Council has agreed to ensure Burlington Homecare reviews it procedures to ensure when calls are missed it considers whether further action should be taken to either alert a representative or amend the care package.