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Inspection report

Date of Inspection: 31 January 2013
Date of Publication: 2 March 2013
Inspection Report published 2 March 2013 PDF | 80.64 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 31 January 2013, observed how people were being cared for and talked with people who use the service. We 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 looked at what systems were in place to support people in raising issues or complaints. We saw that there was a section in people's support plans to identify whether they would need support accessing the complaints procedure. We asked the manager what this support would entail and we were told that some people would include the guidance being read to people if required.

We saw that people living at Brockley Court, each had a resident's handbook which included information about how to make a complaint. This set out the timescales that would be involved in addressing the concerns and gave information about other agencies that could be contacted, including the Care Quality Commission.

We asked to view the complaints log and although there was one available, no recent formal complaints were recorded and the manager confirmed that there had been none. We were told that most issues were dealt with formally without the need for implementing the complaints procedure. The provider might like to note that keeping a record of concerns and issues dealt with informally might help identify any recurring issues.

We talked to staff about how they would support people in raising complaints and concerns. Staff confirmed that they would report any problems or issues to the manager to be dealt with. One member of staff showed some awareness of how to support their verbal communication in order to help people understand, by reporting that they would use 'hand gestures' to help discuss any concerns or complaints with people who had difficult communicating verbally.