HC-One defends complaints record in Scotland

HC-One chairman Dr Chai PatelHC-One chairman Dr Chai Patel

Leading care home provider HC-One has defended its care record following a raft of complaints in Scotland.

The statement came after analysis by The Ferret which revealed that the Care Inspectorate had upheld more than 100 complaints against the provider over the past three years, more than any other operator.

HC-One told Care Home Professional: “We welcome feedback from families, residents and staff, and we are dedicated to addressing their feedback quickly.

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“We actively seek their comments through regular relatives and residents meetings, our HC-One ‘Have your say’ feedback tablets in every home, and through the sector’s leading independent care home comparison website carehome.co.uk, where our homes in Scotland have an excellent rating of 9.4 out of 10, and 27 of our homes are voted as one of the top 3 in their areas.”

HC-One said the figures highlighted by The Ferret were equivalent to an average of less than one complaint upheld per home per year.

The complaints included communication between staff and service users and HC-One’s complaints procedures.

The statement added: “We are committed to providing the kindest care, and we investigate concerns fully, working closely with all parties involved to resolve the issue in a timely and effective manner.

“We know we are doing this well as we have an impressive record with the industry regulator, the Care Inspectorate, with four of our homes in Scotland being judged as excellent in one or more quality domains.”

HC-One pointed out that it had the highest compliance rating of independent residential care home providers and took pride in being involved in Government initiatives focused on raising standards across the industry.

It added that it was investing £100m across its homes in the UK as part of its mission to be the first choice care provider in each of the communities it serves.

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