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Inspection report

Date of Inspection: 6 January 2014
Date of Publication: 5 February 2014
Inspection Report published 05 February 2014 PDF | 79.29 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 January 2014, 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

Reasons for our judgement

People told us they knew about the complaints policy and would use it if necessary. They told us all staff were approachable and they could share concerns and worries with any of them. One person said, "Staff wont always get it right but they try and for me do a good job." Another said, "If I had any worries I would say but for me life is good."

The provider had a complaints policy which had last been reviewed in March 2013. This was on display in the reception area and in people's bedrooms. Other policies, which had been reviewed in March 2013 included; dignity and respect, human rights and privacy and dignity. Staff told us where the policies were kept and told us new or revised policies were discussed at meetings or supervision sessions.

The provider kept a log of formal complaints. We saw the log. Details were on file of each complaint; the date received and how the outcome was feedback to the complainant. The ones concluded in 2013 showed satisfactory outcomes in each case. Lessons learnt from each case had informed future practice within the home.

Staff told us a recent local authority contracts meeting had suggested different ways to record more informal complaints. Staff told us they appreciated the guidance given.