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Archived: Fassaroe House

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Inspection report

Date of Inspection: 20 January 2011
Date of Publication: 19 April 2011
Inspection Report published 19 April 2011 PDF | 202.98 KB

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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 reviewed all the information we hold about this provider, carried out a visit on 20/01/2011, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

People who use services can be sure that their comments and complaints are listened to and acted on effectively. There are systems in place to deal with comments and complaints.

On the basis of the evidence provided and the views of the people using the service we found the service to be compliant with this outcome.

User experience

People who use the service told us they spoke to staff when they were not happy about something. People said staff sorted things out and had resolved any issues they had.

Relatives told us that if they had any concerns they discussed them with the Registered Manager and they were resolved quickly.

Other evidence

The home had a complaints procedure which was on display. There were systems in place to make sure people or their representatives could raise any concerns about the service they received. Staff and relatives said told us that they would have no difficulty in complaining if the need arose. There have been no complaints made directly to the home since the last visit. The manager told us all concerns and complaints were taken seriously, and dealt with appropriately.