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Inspection report

Date of Inspection: 10 October 2012
Date of Publication: 24 October 2012
Inspection Report published 24 October 2012 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 10 October 2012, 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 talked with stakeholders.

Our judgement

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

Reasons for our judgement

Relatives told us they felt able to raise any concerns or comments about the service and that they had no complaints to make. One relative said, “The home is second to none. We have no complaints to make.” Another relative told us, “I’ve no complaints. When X comes home for a visit she is always happy to go back and that’s a good sign.”

The manager told us and records confirmed that the service had a complaints procedure. We noted that this procedure was displayed. Pictures were added to make the written words easier to understand. In addition, monthly meetings were held for people who lived there. People were encouraged to attend and discuss any comments or complaints they had. We concluded that people were made aware of the complaints system. This was provided in a format that met their needs.

The complaints policy and procedure clearly identified the people who had been nominated within the company to manage and investigate complaints. It confirmed the expected timescales for responses and advised people of the process if they were dissatisfied with the outcome. The provider may find it useful to note that the procedure stated that complaints could be referred to the Care Quality Commission (CQC). CQC cannot investigate complaints on behalf of individuals but uses the complaint information to inform risk assessments and future inspections of the service. We discussed this with the manager who told us the procedure would be amended.

We spoke with staff who were able to tell us how they would manage a complaint and who they would tell about it. We considered that staff had read and understood the complaints procedure.

There had been eight concerns and complaints registered this year. These had been made by the people themselves and included the loudness of the television and the need to go home. The staff were attentive to these issues and wherever possible, resolved the problem. We concluded that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.