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Eastfield Farm Residential Home Limited Good

All reports

Inspection report

Date of Inspection: 28 June 2011
Date of Publication: 8 July 2011
Inspection Report published 8 July 2011 PDF | 80.92 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 reviewed all the information we hold about this provider, carried out a visit on 28/06/2011 and observed how people were being cared for.

Our judgement

People are sure that their comments and complaints would be listened to and acted upon effectively.

User experience

People told us that they would be able to speak to various members of staff and the manager if they had a complaint or a concern and that they were quite confident that their comments would be listened to and acted upon.

Other evidence

The provider recorded in a PCA sent to us in December 2010 that residents and their representatives received information on how to make a complaint and that the complaints procedure and safeguarding information was displayed on the public notice board.

We saw that information about how to make a compliant was displayed on notice boards within the home. We checked the complaints log and noted that the recent allegations about staff being disrespectful and not assisting people in a sensitive manner had been recorded and that these concerns/complaints had been handled effectively by the home. If issues had been referred to the safeguarding team, this was also recorded. Other complaints had been recorded; these included the outcome of the investigation and any follow up action taken by the home as a result.

People living at the home told us that they would be able to speak to staff and the manager about any concerns or complaints and that they were confident that they would be listened to and acted upon.