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Archived: Ryedale Court Nursing Home

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Inspection report

Date of Inspection: 14 January 2011
Date of Publication: 2 June 2011
Inspection Report published 2 June 2011 PDF | 130.68 KB

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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 reviewed all the information we hold about this provider, carried out a visit on 14/01/2011, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

People who use the service can be assured that they will receive an efficient and helpful response to any concerns raised.

User experience

Some people were not able to tell us how they would make a complaint, due to their cognitive impairment. However, other people and all of the visitors that we spoke to expressed their confidence in speaking with the manager. Relatives informed us that they had brought minor issues of concern to the attention of the manager or senior staff, which had resulted in a speedy remedy.

Other evidence

The service produced a well written complaints procedure, which was made available to people in their guide booklet to the care home. We read all of the complaints within the past 12 months and noted that effective action had been taken to resolve any concerns.