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Inspection report

Date of Inspection: 17 January 2014
Date of Publication: 18 February 2014
Inspection Report published 18 February 2014 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 17 January 2014, 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 and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The provider had systems in place to consider fully, respond to appropriately and resolve, where possible, any comments and complaints made by people who used the service, or others acting on their behalf.

We found that the home had a complaints policy that clearly defined the procedures for handling and investigating complaints, as well as identifying a key contact for the handling of complaints. The policy stated that all complaints are acknowledged, investigated and a full written response provided with 28 working days. We saw that upon admission people were provided with a ‘welcome pack’ that contained information about the home, including the complaints policy. This showed that people who used the service understood the likely timescales involved in responding to, and resolving complaints.

The complaints policy also provided details of an independent body where complaints could be referred to if the complainant was not satisfied with the response. This showed that people who used the service were able to find out about the steps they could take if they were not satisfied with the outcome of the investigation.

We found that the service had received no complaints within the last twelve months.

From the six people we spoke with we found that all understood how they could make a complaint. Everyone told us that in the first instance they would speak to one of the carers.

One relative we spoke with said that they were aware of the complaints procedure but went on to add, "I have never had to use it, being honest I would be very surprised if I ever had to."