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Ellershaw House Limited Requires improvement

All reports

Inspection report

Date of Inspection: 17 October 2013
Date of Publication: 13 November 2013
Inspection Report published 13 November 2013 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 17 October 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 staff, reviewed information sent to us by other authorities and reviewed information sent to us by local groups of people in the community or voluntary sector. We used information from local Healthwatch to inform our inspection.

Our judgement

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

Reasons for our judgement

People and their representatives were made aware of the complaints procedure. The deputy manager told us that people who used the service were given a copy of the complaints procedure as part of the service user guide when they first came to live at the home. People we spoke with told us they knew what to do if they were unhappy.

Staff we spoke with told us there was an ‘open door’ policy and relatives and people who used the service were actively encouraged to bring forward any issues or concerns at any time. On the day of our inspection, it was clear that people were very comfortable in their communication with the provider and the staff team. Staff said they were confident the provider would deal with any concerns or comments promptly and take appropriate action where necessary.

We asked for a summary of complaints people had made and the provider’s response. There had been no complaints in the last twelve months. We were told that everyone's complaint would be fully investigated and resolved where possible to their satisfaction. Staff were aware of the complaints procedure and knew how to assist people if they wanted to make a formal complaint. They said they would always try to resolve matters verbally with people who raised concerns. However, they were aware of people’s rights to make formal complaints. Staff said they would record all complaints and report them to the provider or senior person on duty.

People who used the service had a regular review of their needs and this usually included people’s relatives. This was also an opportunity for people to bring up any concerns if they had them.