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Archived: The Firs Specialist Residential Home

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Inspection report

Date of Inspection: 18, 29 March and 8 December 2011
Date of Publication: 28 June 2011
Inspection Report published 28 June 2011 PDF | 214.66 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 18/03/2011, 29/03/2011, 08/12/2011, 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

There is a system to record and respond to complaints although the complaints procedures are not currently consistent.

Overall, we found that The Firs Specialist Residential Home was meeting this essential standard.

User experience

People who use this service made no specific comments about this outcome.

Other evidence

The atmosphere in the home was relaxed and staff were seen to listen to people and take into account what they were saying.

The home had a complaints procedure which was displayed in the home and held within the information brochure. On further discussion with staff it was identified that there are three different complaint procedures available within the home. Although these do provide general advice on what action to take if you have any concerns or complaints they do not provide consistent and current guidance, this was raised with the deputy manager for her to address.

The deputy manager and provider confirmed that there had been no complaints or concerns raised other than those raised by the Commission which have been recorded within the homes records.

The home has a suggestions box to encourage people to raise any concerns anonymously if necessary.