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Inspection report

Date of Inspection: 4 November 2013
Date of Publication: 28 November 2013
Inspection Report published 28 November 2013 PDF | 79.31 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 4 November 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. We saw the provider's complaints procedure which explained how people could raise complaints and how they were managed.

People told us that they knew how to make a complaint if they were not happy with the service provided. None of the people we spoke with had made a formal complaint. One person said, "I could complain if I wanted to, but I have no quarrels at all." Another person said, "Everything is good, I can't find anything wrong." Another said, "I've got nothing to moan about."

We looked at the complaints and incidents records which showed how complaints were managed. We found that people’s complaints had been fully investigated and resolved, where possible, to their satisfaction.