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Sutton Village Care Home Good

All reports

Inspection report

Date of Inspection: 22 January 2013
Date of Publication: 13 February 2013
Inspection Report published 13 February 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 22 January 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 talked with stakeholders.

Our judgement

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

Reasons for our judgement

During the inspection visit we found that people were made aware of how to complain. The complaints procedure was provided in a format that met their needs and was displayed in the main lounge. The complaints procedure detailed how to complain and who to speak to. It also gave timescales for resolution of the complaint and how to escalate it if the complainant was unhappy with the outcome.

We found that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. People who used the service told us they felt able to complain and named specific staff they would speak to if they had any complaints or concerns. Comments included, “Yes I would feel able to complain if necessary” and “If you are not happy you tell the manager or higher up.” One person who used the service told us they overheard the provider remind a member of staff to speak patiently to people.

We found that people’s complaints were fully investigated and resolved, where possible, to their satisfaction. We checked the complaints log and found there had been two complaints in 2012. The manager had recorded the complaints and the action taken to resolve them. There was space on the complaint form for the complainant to comment that they were satisfied with the actions taken.

Staff told us they were aware of the complaints procedure and where to document any concerns. They said the manager or senior in charge of the shift dealt with any formal complaints.