You are here

Archived: Clanfield Residential Home Good

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 6 September 2013
Date of Publication: 30 October 2013
Inspection Report published 30 October 2013 PDF | 81 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 6 September 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We sent a questionnaire to people who use the service, 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 home had a formal complaints policy which outlined the procedure to be followed. The policy encouraged all concerns to be raised as quickly as possible with a member of staff. If any concerns or questions could not be resolved immediately and informally, the matter should be referred to the manager. As a final step, if the provider had not been able to satisfy the complaint, information was provided about referral to appropriate external bodies.

The provider will wish to note that their Complaints policy would benefit from a review and updating, as information about signposting to external agencies did not reflect the most up-to-date situation.

We saw that information about how to make a comment or complain was on display and available for visitors to the home. We looked at some of the questions which had been raised with the provider and we saw how they had been successfully resolved with the people who lived in the home and their families. This meant that the people who lived in the home and their family members were aware of the complaints system and had their views listened to.

The Assistant Manager told us that she had recently undertaken the annual ‘Resident’s Survey’. We looked at some of the completed questionnaires that had been returned by the people who lived in the home and their families. We saw that the people who lived at the home had been satisfied and happy with their care.

One person had written, “Excellent care, we are very happy with everything at Clanfield.”

Another survey noted, “I am very happy with how X is looked after.”

The Deputy manager and Assistant manager told us how the views of the people who lived in the home were taken into account and how their care and daily life in the home was geared to meeting their needs.

We saw that the provider had a clear and open system in place to deal with any comments or concerns. This meant that the provider had demonstrated a clear understanding of the benefits of a comments and complaints system as a learning and developmental opportunity.