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Inspection report

Date of Inspection: 5 November 2012
Date of Publication: 28 November 2012
Inspection Report published 28 November 2012 PDF | 84.24 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 5 November 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

The service had a complaints policy and procedure which we found within the statement of purpose. It was also on display within the service. People were made aware of the complaints system. One relative told us that they had raised concerns with the manager. We looked at the records and found a record of the relative’s complaint which had been recorded and investigated appropriately.

We looked at the complaints file and it showed that there had been five complaints received in the last 12 months. We were able to audit the records, which included investigation notes and letters to the complainants. The records showed that complaints were investigated within the timescales stated in the procedure.

We looked at other methods used by the home to assess if people were satisfied with the service provided. There was evidence of residents and relatives meetings where people were encouraged to raise concerns.

Quality assurance surveys were also used to gain the views of people using the service. The local council undertakes visits to the home. They regularly consult with people using the service, to ensure they are satisfied with the care provided. Reports from their visit were on display in the entrance. There was also a copy of the last inspection from the Care Quality Commission for people to read.