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Archived: No 31 First Row

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Inspection report

Date of Inspection: 12 December 2012
Date of Publication: 15 January 2013
Inspection Report published 15 January 2013 PDF | 78.53 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 12 December 2012, 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 and talked with staff.

Our judgement

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

Reasons for our judgement

We saw the home had a written complaints procedure that detailed the process to be followed in the event of a complaint. This indicated that complaints should be documented, investigated and responded to within a set timescale.

We noted that no complaints had been received by the home this year. We confirmed with the provider that no complaints had been received about the home through its administrative base.

Staff told us that due to the small size of the home many issues were resolved on an informal basis directly with the person concerned or their relatives.

We saw that there were pictorial questionnaires that people using the service had completed to indicate what they felt about the service. We also viewed copies of questionnaires completed by relatives which indicated they were happy with the service provided.

We concluded people were made aware of the complaints system and this was provided in a format that met their needs.