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Archived: Arlington House Residential Care Home

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Inspection report

Date of Inspection: 29 October 2013
Date of Publication: 23 November 2013
Inspection Report published 23 November 2013 PDF | 72.23 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 29 October 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, talked with carers and / or family members, talked with staff and reviewed information sent to us by commissioners of services.

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 was an effective complaints system available

Reasons for our judgement

Arlington House had a clear complaints procedure in place a copy of which was in the main entrance hall and in the service user guide. A copy was present in all bedrooms. The home had no recorded complaints made since May 2012. Responses to the complainants and any investigations were recorded and were present in the complaints book.

People spoken with said that they would tell any member of staff if they felt anything was wrong and one person said " it is lovely nothing wrong here" .People said that the owners were present in the home a lot of the time and they could speak with them .