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Archived: Dean Wood Manor

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Inspection report

Date of Inspection: 24 September 2013
Date of Publication: 4 October 2013
Inspection Report published 04 October 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 24 September 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 carers and / or family members 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

Comments and complaints people made were responded to appropriately

Reasons for our judgement

We were shown a copy of the complaints procedure in place and there were leaflets on every unit that explained how people could make a complaint. We saw complaints were logged when they were received and there was a system in place to record the actions taken until the complaint was resolved. We saw complaints made had been acknowledged by the manager until it had been investigated and then a response was sent to the person making the complaint. All of this had been completed within the agreed timescales.

We also saw the home monitored compliments and comments as well as complaints and this information was sent to the regional manager on a monthly basis. This was important to ensure that managers within the service were aware of both positive and negative aspects of the service. It is possible to improve the quality of the service if all of these areas are monitored on a regular basis.