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Bramley House Residential Home Good

All reports

Inspection report

Date of Inspection: 5 March 2013
Date of Publication: 16 April 2013
Inspection Report published 16 April 2013 PDF

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 March 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 and talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately

Reasons for our judgement

The service had a complaints procedure in place and a system for recording complaints if any were received. The manager informed us that the service had not received any formal complaints. The complaint procedure was available in the home’s statement of purpose. Staff told us that the complaints procedure was currently being updated to provide the right guidance.

People we spoke with said that they would feel confident to raise any concerns with staff and they thought that their concerns would be acted upon. One person said “The staff are very good listeners”. However the provider may find it useful to note that some of the people we spoke with were not aware of the home’s written complaint procedure.