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Inspection report

Date of Inspection: 10 September 2013
Date of Publication: 8 October 2013
Inspection Report published 08 October 2013 PDF | 82.64 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 10 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 talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider. We reviewed information sent to us by other authorities.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

During the inspection we were not able to view complaints information as complaints received had been collated and stored by human resources at the main Chaseley Building. The interim manager sent us this information following our inspection. We were told that a new process of storing this information at the Bungalows, was to be implemented.

People had been made aware of the complaints system. A copy of the complaints procedure was displayed in the reception bungalow, and included in the homes statement of purpose.

People we spoke with told us they would feel comfortable talking to any of the staff if they were worried or upset by anything.

We saw computerised information regarding complaints made since January 2013. Past complaints had been recorded. We saw evidence that people had their complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. We saw in one care file an issue had been raised by a relative. A meeting had been held with the relative and staff. Details had been included to show actions taken and how the issue had been dealt with.

The interim manager told us that all minor issues raised would be addressed immediately if possible. Those that required further actions or investigation would be dealt with following the home's complaint procedure.

We spoke with a relative who told us they had recently raised a concern with the Acting Clinical Lead. We saw that this had been documented on the computer, with actions to be taken. With a future date meeting with the complainant to discuss their concerns, and inform them of action to be taken to prevent the issue from reoccurring. As this complaint had only been made in the days prior to our inspection we were unable to see the outcome.