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Inspection report

Date of Inspection: 10 December 2013
Date of Publication: 7 January 2014
Inspection Report published 07 January 2014 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 10 December 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. Comments and complaints people made were responded to appropriately and within the timescale set out in the policy.

Reasons for our judgement

We spoke to ten people during our time in Hartland House and none of them had anything detrimental to say about the care and support they received. They all agreed that the care they received was excellent and said,

“It is lovely here and the staff are really nice girls”.

I have been here a few years now and have no regrets about moving in even though it was hard to leave my own home”.

“I came here straight from hospital and I have been fine ever since. I can have a really good laugh with the lasses”.

There was a clear policy and procedure in place to deal with any complaints or concerns. There were copies around the home and there was a copy included in the home guide, a copy of which was given to people when they move into the home.

The manager had a high profile and people told us they could speak to her at any time they wished. Meetings for people who used the service were also organised. These gave people the opportunity to air their views and make suggestions about the running of the home.

There was a complaints log in place but there had been none to record. The Commission had not received any complaints and we had not been notified of any received by the local authority.