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Archived: T H Russell Charitable Trust

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Inspection report

Date of Inspection: 26 June 2013
Date of Publication: 30 July 2013
Inspection Report published 30 July 2013 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 26 June 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.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints procedure. In each bedroom there was a folder which contained information on how to complain. The complaints procedure was available in larger print for those people with sight difficulties. People we spoke with knew how to complain and who to talk to. One person told us, "I would speak with the manager if I was unhappy." Another person told us that the registered manager's door was always open and they could talk to her about their worries.

The registered manager told us there had been no complaints made in the last 12 months.