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Archived: Dovecott Care Home

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Inspection report

Date of Inspection: 16 March 2011
Date of Publication: 5 May 2011
Inspection Report published 5 May 2011 PDF

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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

Our judgement

Our review of this service has shown us that there was a system in place for people who use the service or others acting on their behalf to raise comments or complaints with procedures for staff to follow in how these are dealt with.

User experience

The group of people currently using the service have a variety of complex needs and communication difficulties and were not able to tell us directly about their care. We found that care staff were very aware of the individual personal and healthcare needs of the people that use the service and supported them to make choices about their care and daily life.

One relative told us ‘I have recently completed a survey about the home, I am very pleased with everything’.

Other evidence

When we inspected the home in March 2010, under the previous regulatory system, we found that a complaints policy was available and that it had been reviewed and that staff were aware of what action they should take should people raise concerns.

Following this inspection we received concerns regarding the service. We passed these onto the local safeguarding team and they conducted an investigation. The outcome of this investigation was that the allegations made were not substantiated.

In October 2010 North East Lincolnshire Care Trust Plus conducted an audit of the quality of service provided at the home and found that no complaints had been received since their last visit.

This outcome did not constitute part of the site visit that was conducted on the 16 March 2011. However, when we were assessing compliance with other outcome areas we made observations that were relevant to this outcome area.

We observed that complaints information was available in the hall area of the home and relatives told us that they would feel happy to approach the staff if they had any issues.

We have not received any other information to suggest that this service is not compliant with this outcome.