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Archived: Lifestyles Care & Support Limited - 30 South View

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Inspection report

Date of Inspection: 5 December 2013
Date of Publication: 3 January 2014
Inspection Report published 03 January 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 5 December 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.

Our judgement

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

Reasons for our judgement

We checked complaints records on the day of the inspection. This showed that procedures had been followed when complaints had been made.

The complaints policy was seen on file and the manager when asked, could explain the process in detail. The policy provided people who used the service and their representatives with clear information about how to raise any concerns and how they would be managed.

We spoke to one person’s relative and they told us, “I am very happy with the service provided and have nothing bad to say.” They also said that staff were very approachable.

We spoke to all three people at the service and asked two of them if they had any complaints. They told us that they were happy and had nothing to complain about. When we asked them if they knew what to do if they did have a complaint they told us they would speak to the manager. One person said, “I am happy here, the staff are good.”

We found that people were made aware of the complaints system. This was provided in a format that met their needs.