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Bricklehampton Hall Requires improvement

All reports

Inspection report

Date of Inspection: 11 March 2013
Date of Publication: 5 April 2013
Inspection Report published 5 April 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 11 March 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.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We spoke with four people who used the service. We asked them if they knew how to make a complaint. They told us that they did know how to make a complaint and they also knew who to complain to. People we spoke with were very complimentary about the service and people who worked there.

One person told us: “I would go straight to matron”. Another person told us: “I would speak with one of the carers”.

We spoke with the registered manager about the complaint procedure that was in place. The complaint procedure outlined how a complaint could be made and what the timescales were for investigation and completion. We looked at four complaints that had been received this year. The registered manager told us three complaints had been completed and one complaint required follow up action. The registered manager told us that it had become usual practice to provide verbal feedback to the complainant regarding the outcome of the complaint although their complaints form required a decision to be recorded.

The provider may wish to note that the current system of recording complaints does not show what action has been taken. Although in this instance, the registered manager confirmed all complaints were investigated, they acknowledged the current system had identified potential for risk in not recording the outcomes for complaints.