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Inspection report

Date of Inspection: 18 November 2013
Date of Publication: 12 December 2013
Inspection Report published 12 December 2013 PDF | 74.09 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 carried out a visit on 18 November 2013, talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

Systems were in place to enable people to complain or make comments about the quality of the service they received.

Reasons for our judgement

People told us they felt confident in highlighting any concerns to the management team and confirmed they felt safe and well cared for.

We asked a relative of a person who was using the service if they felt confident in highlighting any concerns. They told us, “We are informed of any significant events. Our son cannot wait to get back to the home and he is obviously very happy there. We have no concerns at all, and we have never had any cause to make a complaint.”

We found that the organisation’s complaints’ procedure was on display throughout the home and was also available in a variety of formats to assist people to make a complaint. The organisation’s contact details were also available via a web site, which provided an additional facility for people to give feedback about their experience of using the service.

We found that people could access advocacy services to help them to discuss any concerns or complaints. We also found that the organisations service users’ guide contained the contact details of the registered providers so people could contact them to highlight any concerns they might have.

We asked members of staff what actions they would initiate if a person reported a complaint to them. Comments included, “I would listen to them and get all the details. I would go to the next person in charge or the manager and inform them. I feel absolutely confident that any concerns would be addressed,” And, “I would make sure, first and foremost that people were safe. I would follow the complaints procedure and take any statements if needed. I would report it to the manager and if there are any allegations of abuse I would report it to the safeguarding team. I have just done a safeguarding course with Nottinghamshire County Council and I feel confident in reporting any concerns.”

We saw up to date policies and procedures which included a whistle blowing and safeguarding adult’s policy which were accessible to support staff at all times. Support staff confirmed that they had seen and understood the policies and said they felt confident in reporting any concerns to the management team without fear of retribution. Records also showed that no complaints had been received from people residing at the home, or their representatives, since our last inspection was performed in January 2013.