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Folkestone Nursing Home Good

All reports

Inspection report

Date of Inspection: 5 September 2013
Date of Publication: 9 October 2013
Inspection Report published 09 October 2013 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Not met 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 5 September 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 and talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately. However, the formal complaints procedure was not in a format that was accessible to everyone and not all complaints had been recorded.

Reasons for our judgement

Concerns had been raised with us regarding the accessibility of the provider’s complaints procedure.

We looked at the provider’s complaints procedure. Although there were limited stages of redress, the details of who a complaint should be made to and the timescales for a response were clear. The procedure included who to contact should the complainant remain dissatisfied.

We did not feel the complaints procedure was in a format which would necessarily be accessible to everyone using the service and we were not made aware of any advice or advocacy service available to support people to make a complaint.

People who used the service told us that they had made verbal complaints to staff regarding the infringement of their personal space and the taking of their personal items from their bedrooms. One person told us that they had lost clothes and food items whilst another said they were unable to stop one particular person from coming into their bedroom whether they were in it or not. This both compromised their privacy and worried them as to the safety of their belongings when they were not present. People told us that they did not have a key to their bedroom door but could ask staff to lock them when they were not using it. We were concerned that not everyone would be able to make this request or voice a complaint should they wish. We discussed this with staff who acknowledged that people had raised concerns. However, we did not find these recorded in the complaints log.

We looked at the record of complaints and found some complaints difficult to follow through to conclusion. Although all complaints received in writing had been taken seriously, investigated and responded to, not all complaints had received a final outcome letter.

Complaints were monitored by the acting manager and we saw evidence of learning from complaints and comments which had led to changes in the service provided. For example, the provider told us that they were in the process of re-establishing a receptionist during daytime hours to facilitate visitors to the home. We were told was in direct response to feedback they had received.