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Archived: Monet Lodge

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Inspection report

Date of Inspection: 17 December 2013
Date of Publication: 11 January 2014
Inspection Report published 11 January 2014 PDF | 75.61 KB

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 17 December 2013, observed how people were being cared for and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

The people we spoke with told us they had no concerns about the care provided to their relatives and would speak to the registered manager if they had any concerns.

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. Information on how to raise complaints was given to people in a user guide when they were first admitted to the hospital. The information provided in the complaints policy included contact details for external agencies such as the health service ombudsman.

The complaints policy stated that if a complaint was received, it would be acknowledged and responded to within 20 working days. The complaints policy included a standardised form for recording information about complaints, including details of remedial actions taken. The registered manager told us they had received four complaints during the past 12 months.

During the inspection, we looked at the records for two complaints received during March 2013 and December 2013. The records we looked at showed that the complaints had been documented and investigations and responses to the complaints were carried out within the specified timelines.

The registered manager was responsible for reviewing and analysing complaints data to look for improvements to the service. The registered manager told us that any day to day issues and queries were addressed immediately.