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Inspection report

Date of Inspection: 14 May 2013
Date of Publication: 9 August 2013
Inspection Report published 09 August 2013 PDF | 89.14 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 14 May 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 staff, reviewed information given to us by the provider and reviewed information sent to us by commissioners of services.

Our judgement

There was a complaints system available to ensure that when people made comments or complaints they were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. A copy of the provider’s complaints policy was displayed in the entrance hallway. The provider may find it useful to note that one section of the policy required amending, as it said that people who were not happy about the provider’s response to a complaint could complain to the CQC; this is incorrect, as the CQC does not deal with individual complaints about services.

No-one living at the service at the time of our inspection had made a formal or written complaint about the service. Staff told us that they had not had any formal complaints in the past two years, but that if a complaint was received it would be dealt with according to the process and timelines within the provider’s written complaints policy.

A comments and suggestions book was kept in the hallway but no-one had used it for comments or suggestions about the service.