You are here

Archived: Cedarwood Nursing Home Limited

All reports

Inspection report

Date of Inspection: 22 October 2013
Date of Publication: 7 December 2013
Inspection Report published 07 December 2013 PDF | 88.18 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 22 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 given to us by the provider. We reviewed information sent to us by commissioners of services, reviewed information sent to us by other authorities, talked with commissioners of services and talked with other authorities.

Our judgement

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

Reasons for our judgement

During our inspection on 11 June 2013 we found that the provider did not take into account any complaints and comments made by people who use the service, their relatives or staff to improve the service. During our inspection on 22 October 2013 we found that people were made aware of the complaints system and their comments and complaints were listened to and acted on, without the fear that they would be discriminated against for making a complaint. We spoke with five people who used the service and two relatives, they all told us that they were able to complain about the service if needed, and their complaint was taken seriously and acted upon.

We looked at the record of complaints and found that there had been two complaints since our last inspection. We found that people’s complaints were fully investigated and resolved, where possible, to their satisfaction.