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Inspection report

Date of Inspection: 31 July 2013
Date of Publication: 5 September 2013
Inspection Report published 05 September 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 31 July 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There were enough qualified, skilled and experienced staff to meet people’s needs.

Reasons for our judgement

We asked for and received a summary of complaints people had made and the provider’s response. The manager told us only one complaint was received. They showed us the ‘complaints action/reply form'. This recorded the date the complaint was received; the name and contact details of the complainant and whether they were a resident, relative, visitor or other. The form recorded the method of reply for example, verbal or written. We viewed the complaint made in April 2013 and saw that it had been investigated and resolved to the satisfaction of the person who raised the complaint. People could be confident their comments and complaints were listened to and dealt with effectively.

The ‘concern or complaint procedure’ showed what people could do if they were unhappy with the service. People were told how their concern would be handled and what to do if they were still not satisfied. This was displayed on the resident’s notice board. The manager told us staff would report all complaints received to them. The staff we spoke with demonstrated a good understanding of the procedure. One member of staff told us: “I would pass it onto my manager. I would write a statement and ensure other staff members are aware at handovers, if appropriate.” We spoke with three people, who told us if they wanted to complain they would speak to the manager. One person told us: “Staff have explained to me how I can make a complaint”. This showed people knew the steps they could take if they were not satisfied with the service.

The provider may wish to note, the ‘concern and complaint procedure' did not mention or give contact details for the Local Authority Adult Care Services, an organisation people who are funded by Local Authority can make complaints to.