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Archived: West Lodge Residential Care Home

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Inspection report

Date of Inspection: 4 October 2013
Date of Publication: 5 November 2013
Inspection Report published 05 November 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 4 October 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and 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

We saw that the provider had put a complaints policy and procedure in place. Information and guidance had also been included in ‘service user guides’ to help people understand how to make a complaint and the methods used to resolve it.

People had been made aware of the complaints system. Everyone we spoke with told us they knew how to make a complaint but had never had reason to do so. One person said, “If anything’s wrong they [staff] put it right. I haven’t had any complaints since I got here. We have forms in our rooms that explain what to do if we have concerns or complaints.”

We looked at the complaint file and saw that concerns raised by people who lived at the home, and their relatives, had been properly documented, investigated and resolved to the satisfaction of all concerned.

The provider regularly sought feedback from people who lived the home, their relatives and staff by holding regular meetings with them to obtain their views, comments and suggestions for improvement.

This meant that people who lived at the home, and those who acted on their behalf, were supported to make complaints if the need arose and had been encouraged to provide feedback about the services provided.