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Liberty House Care Homes Limited Good

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Inspection report

Date of Inspection: 2 November 2013
Date of Publication: 28 November 2013
Inspection Report published 28 November 2013 PDF | 80.71 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 2 November 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 and talked with staff.

Our judgement

There was a complaints system available.

Reasons for our judgement

We had not received any complaints about this home from the people who there, their families, or health care professionals. The manager confirmed that they had not received any complaints.

Records we looked at and the people who lived there confirmed that regular meetings were held to enable staff to determine if they were happy and satisfied with the service that they received. Records we looked at confirmed that individual reviews had been undertaken or for each person who lived there and/or their family. The completed review documents that we looked at highlighted positive comments about the service provided. This showed that steps had been taken to ensure that the people who lived there and their families had systems to highlight any concerns or dissatisfaction.

We saw that complaints process documents were available for people who lived there and their relatives to use. We saw that the complaints process documents had been produced in words and pictures which made them easier for the people who lived there to understand. The complaint process documents told people what they should do if they were unhappy with the service and gave names and contact details that people could use.

We saw that a system was in place for handling complaints that would allow any themes or trends to be identified and acted on. People and staff we spoke with were aware of complaints processes and what they should do if they or the people they cared for were not happy. One person said "If I was not happy about something I would tell the manager". This meant that systems were in place for people and their relatives to follow if they had any concerns or complaints.