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Archived: Nelson Mandela House

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Inspection report

Date of Inspection: 7 January 2014
Date of Publication: 13 March 2014
Inspection Report published 13 March 2014 PDF | 82.91 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 7 January 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

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

Reasons for our judgement

We found that the provider had a system in place, so people could share any concerns they had. The provider was also able to log all comments and monitor any trends as part of service improvement. One person we spoke with said, “If I had a complaint, I would go straight to the manager”. Records showed that the complaints process was explained in the service user’s guide. This meant that there was a process in place to allow people to share their concerns.

We found that the complaints process was available in other formats upon request and that the provider also had an interpreting service to support people where English was not their first language.

The complaints process was not visible in the entrance area of the home so relatives or other professionals would know how to complain without approaching staff. This was raised with the manager who showed us a leaflet behind a number of other documents. The manager agreed the procedure would not have been visible and confirmed actions would be taken to make the information more visible to people.