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Sussex Grange Residential Care Home Good

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Inspection report

Date of Inspection: 13 August 2013
Date of Publication: 26 September 2013
Inspection Report published 26 September 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 13 August 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.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were given support by the provider to make a comment or complaint where they needed assistance. There was a written complaints procedure for the effective and speedy resolution of any complaints or concerns. We looked at the complaints file and some of the thank you letters for the service. We saw that people were provided with details of how to make a complaint. The manager confirmed that there had been no complaints since the last inspection in March 2013.

People who used the service told us that staff were friendly and helpful. One person told us "I am happy as can be here". They said that they would speak to the staff or manager if they had any concerns. All of the people that we spoke to said that they had no concerns at this time. One person said, " I can't see why anyone would complain about this place, it is lovely."

We looked at the minutes of the resident's meetings held over the past year. We saw that people felt confident to raise any concerns or to mention issues they wanted addressing. We also saw that the provider responded to these comments. One example we noted was that people felt some of the rooms 'had no air' in hot weather unless the sliding door from their room to the garden was partially opened. Whilst we were inspecting we saw that new window and door frames were being fitted throughout the premises. The new frames had smaller windows incorporated that could be left opened overnight. This meant that people who used the service had their comments and complaints listened to and acted on effectively.

We also spoke with several relatives who told us they were aware of how to complain, if necessary, but had never felt the need to do so. We also saw a letter that showed that staff from the home had assisted a family to make a complaint to another healthcare provider when a person living at the home had received poor care when they had been unwell. The famly described the provider and home staff as being persistent and assertive in making sure their relative received the care they needed. This showed us that the staff acted as advocates and supported people in making complaints outside of the home, when necessary.