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Archived: Rocklyn

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Inspection report

Date of Inspection: 2 May 2013
Date of Publication: 4 June 2013
Inspection Report published 04 June 2013 PDF | 91.82 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 2 May 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 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

People told us they felt able to raise concerns about the service but they had no complaints to make. We asked people if they knew how to make a complaint and if they had ever complained. One person told us, "Yes, I’m aware how to make a complaint. I’d tell the staff. I’d be happy talking to the staff." Another person said, “I made a complaint once, I wrote a letter, it was sorted out quick. I was supported in making the complaint and treated well after making it."

We looked a log of complaints kept by the provider. This contained the date of complaint, a summary of the concern or complaint, any resulting investigation and the outcome. This dated back to March 2012 and we saw there had been four documented complaints. We cross referenced the complaints book with people’s care records and found documentation related to the complaint; its investigation and the outcome were present.

We looked at the provider’s policy and procedure about complaints and saw it was structured, with step by step guidance on how a complaint would be handled and the timescales involved. This showed that there was a system in place to deal with complaints and concerns.

The provider's complaint policy and procedure advised people that they could make a complaint to the Care Quality Commission (CQC) if they were not satisfied with how their complaint had been dealt with by the provider. The provider may find it useful to note that CQC do not deal with complaints on behalf of individuals, but uses the complaint information to inform risk assessments and future inspections of the service.

We spoke to staff who confirmed they had not assisted any person who lived at the home to make a complaint. They could describe the process they would follow if they needed to do so. We considered that staff had read and understood the complaints procedure.

We concluded that people, or those acting on their behalf were supported to make a complaint. We were satisfied that complaints would be responded to appropriately, without the fear that people would be discriminated against for making a complaint.