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Inspection report

Date of Inspection: 10 May 2011
Date of Publication: 9 June 2011
Inspection Report published 9 June 2011 PDF

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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

Our judgement

The service has a satisfactory complaints procedure in place to ensure people using the service, and their representatives, are listened to if they have concerns about the operation of the service.

User experience

People using the service told us that they felt they could complain.

Other evidence

The complaints process is included in the statement of purpose, which is provided to the people using the service and their families, or those acting on their behalf, as part of their admission procedure.

Information from the provider told us that people using the service and those acting on their behalf can be confident that their comments and complaints are listened to and dealt with effectively. Historically this home receives very few complaints. The named contact for complaints is the registered manager. People we spoke with confirmed they would feel able to complain if they had cause.

The registered manager confirmed that the home does have a record of complaints (showing date, source, summary, and outcome), though none had been received in the last 12 months.

All complaints are treated seriously, acted on within required time scales, appropriate investigation is undertaken, and documentation maintained throughout. The complaints procedure is clearly identified in the service’s policies and in the Statement of Purpose.

Complaints are reviewed and collated by Head Office.