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Bartholamew Lodge Nursing Home Limited Good

All reports

Inspection report

Date of Inspection: 8 October 2013
Date of Publication: 5 November 2013
Inspection Report published 05 November 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 8 October 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 sent to us by other authorities.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We saw that complaints process documents were available for people who lived there and their relatives to use. We were told that the same documents were available in large print which would make them easier to read. The complaint process documents told the people who lived there, and their relatives, what they should do if they were unhappy with the service provided.

The manager told us that when reviews of people who lived there were undertaken, relatives were asked if they had any concerns. Staff gave us a good account of how they would deal with a situation if they felt that a person was not happy and needed to complain. This meant that complaints processes and other systems were available for people to use if they wanted to raise an issue or were not happy about something.

We had not received any complaints about this home from the people who lived there, their families, or health care professionals. We looked at the complaint log and saw that seven complaints had been made in the last twelve months. All but one of those had been concluded and closed, and indicated that the person was happy with the outcome. Overall we saw that appropriate action had been taken to deal with those complaints. However, the registered provider may wish to note that we had not been informed when a relative had escalated their complaint to the social worker. During our inspection the manager told us that the complaint was on-going and was being looked into by social services.