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Inspection report

Date of Inspection: 7 January 2013
Date of Publication: 9 February 2013
Inspection Report published 9 February 2013 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Not met 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 7 January 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 and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

Formal complaints were being managed but informal or verbal complaints were not always identified or investigated. Also, information given to people did not include contact details of the local authority or the Local Government Ombudsman.

Reasons for our judgement

People and a relative told us that they had not made any complaints. One person told us they had “nothing to complain about”. However, one person told us that they had informed staff that they had run out of toiletries despite ordering them well in advance. There was no record of this in the complaints book.

Formal complaints were handled and responded to appropriately. There was one complaint recorded in the complaints book in the last 12 months. There was evidence of contact with the person who had made the complaint and the action taken to resolve the issue. The provider did not respond formally to the person making the complaint.

The homes policy did not include contact details for making complaints outside the home. We reviewed the home’s complaints procedure. There was no mention of the Government Ombudsman or how to manage verbal complaints in the procedure. People had an information booklet in their room with detail of how to complain. The information did not explain that people could make a complaint to the local authority or the Local Government Ombudsman, nor were there any contact details for these.

Informal and verbal complaints were not managed in the same way as formal complaints. The registered manager told us that the home did not record informal or verbal complaints. The home did not have systems in place to identify verbal and informal complaints in order to implement a process to improve care for people. People's verbal or informal complaints were not always identified, investigated and responded to. Staff did not always identify that verbal or informal concerns could be complaints when we spoke with them. This meant that as these complaints were not always recognised, recorded or passed on and themes were not identified or acted upon to address issue.