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Inspection report

Date of Inspection: 11 April 2013
Date of Publication: 23 April 2013
Inspection Report published 23 April 2013 PDF | 83.92 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 looked at the personal care or treatment records of people who use the service, carried out a visit on 11 April 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 and talked with staff.

Our judgement

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

Reasons for our judgement

During our visit on the 11 April 2013, we looked at the complaints process used in the service. The Registered Manager told us that there had not been any complaints since we last inspected the service in August 2012. We saw that a complaints policy was available and on display in the entrance hall along with a suggestions box. The manager told us that with the service being small they were able to see relatives on a regular basis and any concerns could be discussed at that time. We saw a record was kept of any comments made, both positive and negative, with details on the action taken to address any concerns as well as the outcome. We spoke with one person living at the service who told us they would raised any issues with the manager if necessary. This meant that people were provided with the information on how to complain and that issues raised were addressed to the satisfaction of the people concerned.