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Heathfield (Horsham) Limited Good

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Inspection report

Date of Inspection: 18 April 2013
Date of Publication: 24 May 2013
Inspection Report published 24 May 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 18 April 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. We saw copies of the complaints procedure displayed in the corridors.

People were given support by the provider to make a comment or complaint where they needed assistance. Staff told us about "one to one" meetings they held with people using the service each month. People were asked if they had any concerns about the service they received. We saw evidence of these meetings recorded by staff.

We looked at the record of complaints and concerns maintained in the home, which documented the action taken by the home regarding each issue raised. Evidence was available to confirm that concerns raised verbally were taken as seriously as more formal, written complaints.

We observed that people using the service felt confident to approach staff and make requests about their preferences.

One person told us they would tell their family if they had any concerns so they could “sort it out with the manager.” Another person said, “I’d go to the office and speak to matron; she’s the person in charge.” People we spoke with all agreed they felt confident that action would be taken if they raised a concern. One person said, “Oh yes, I’m sure they’d listen and do something about it.”

People’s complaints were fully investigated and resolved where possible to their satisfaction. Records we looked at showed the provider made a timely and objective response to concerns raised and the outcome was recorded. For example, one person complained that the cauliflower cheese served at one meal time had “too much sauce and not enough cauliflower”. We saw evidence that this was discussed with the chef and action was taken.