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Archived: Forest Edge

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Inspection report

Date of Inspection: 5 December 2012
Date of Publication: 19 December 2012
Inspection Report published 19 December 2012 PDF | 79.22 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 5 December 2012, observed how people were being cared for 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 spoke with five people who use the service. People that we spoke with said that they had not had to make a complaint but knew how to do so. They said that they believed staff would listen to their concerns and felt confident that their views would be taken seriously. People who use the service, their representatives and staff were asked their views about their care and treatment and they were acted upon. People who use the service told us that they had regular meetings where they were asked for their views.

Information about how to make a complaint was contained in the resident's handbook in two formats including an easy read version. The Complaints procedure was also displayed around the home on notice boards in both formats.

People's complaints were fully investigated and resolved where possible to their satisfaction. We saw a record of comments and complaints and these had been responded to in good time. Staff and people who use the service all said they felt confident that the management team would listen and respond to any concerns or complaints they had.