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Archived: The Koppers Residential Home

The provider of this service changed - see new profile

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Inspection report

Date of Inspection: 20 January 2011 and 20 January 2012
Date of Publication: 22 February 2011
Inspection Report published 22 February 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

People who live at The Koppers can be confident that any concerns or complaints that they have will be listened to, taken seriously, and actions will be taken to try to resolve the matter to everyone's satisfaction.

User experience

We talked to one person living in the home, and also one relative who spoke to us on the telephone. We were assured that people (or their relatives or representatives on their behalf) could raise any complaints or concerns about the services provided, and that the providers would listen and take the matter seriously, and would investigate and take whatever actions necessary.

The person we talked to said he would not hesitate to talk to the providers or to one of the staff if he had any complaints.

Other evidence

In the last year the Commission has been made aware of one complaint made by a relative. The providers kept us fully informed of the investigations they carried out. No evidence was found to support the complaint. However, we were satisfied that the providers took the matter seriously and consulted fully with relevant health and social care professionals, sought advice and guidance, and were open and transparent in their investigations and findings.

Before this compliance review took place the providers gave us the following information -

"At The Koppers, we adopt an open and friendly approach. We create a positive open door policy. We encourage our residents, relatives, staff and visitors to feel free to talk to us, to express their views about the care we provide and to raise any concerns they may have. We do this by holding regular meetings in very small groups at a time or often one to one, with staff, residents and relatives. There is a compliments/complaints book at the reception also, in order to enable residents and relatives to make complaints in a more discreet and private manner, we have provided a secured post box for complaints behind the front door. The registered manager and the deputy have made themselves as available as possible to meet with relative/visitors during their visits to The Koppers to address any queries or concerns. Staff have received training on mental capacity act and deprivation of liberty safeguards on 27/11/09.

“There is a clearly worded complaints procedure displayed in the entrance hallway for all to see. We endeavour to address/resolve their concerns and worries as swiftly as possible. “