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Inspection report

Date of Inspection: 23 October 2012
Date of Publication: 21 November 2012
Inspection Report published 21 November 2012 PDF | 90.43 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 23 October 2012, 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

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

Reasons for our judgement

People were made aware of the complaints system. This was provided in a service user guide when people moved into the home. People and their relatives told us that they felt able to raise any concerns or complaints with staff. People felt confident that they would be taken seriously and action taken if necessary.

The manager told us that the home had not received any complaints since our last visit.

Staff said that they would support people to raise any issues or complaints and record these in the complaints book.