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Inspection report

Date of Inspection: 4 November 2013
Date of Publication: 26 November 2013
Inspection Report published 26 November 2013 PDF | 76.75 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 4 November 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, talked with staff and reviewed information given to us by the provider.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We spoke with two people who lived at Richmond House; their comments did not specifically relate to this outcome area. We spoke with the registered manager and three members of support staff who showed us the policy and procedure used by the home to handle complaints.

We saw the home had a policy which outlined how Richmond House handled complaints. The registered manager told us they tried to resolve a complaint immediately, without the need to engage the official complaints procedure wherever possible. Where this occurred staff recorded comments on a ‘representations/feedback’ sheet which were kept in the complaints log book to enable the manager to identify and review issues which had arisen and identify any common themes.

We were told people who lived at the home attended monthly resident meetings at the home. This was corroborated by notes highlighting that meetings had taken place in the house communication diary. These meetings provided a regular opportunity for people to meet together and discuss issues relevant to their lives at Richmond House, such as activities and menu ideas. It was also a way to informally handle potential disputes which could turn into future complaints.

Staff told us where a complaint was received if staff were unable to resolve the issue immediately, an investigation would be held. Complaints were aimed to be acknowledged within one week and resolved within three weeks where possible. Where required, people were offered support to follow the complaint process via the use of an external Advocacy Service. People were also supported by their key worker and/or a family representative in the process.

We were shown details of a complaint that was raised by one person who lived at Richmond House regarding the behaviour of another person resident at the home. We saw that every opportunity was taken to resolve the situation amicably and informally to the satisfaction of both parties. When this was not possible the complaints process allowed for a more formalised meeting between all parties to take place which resulted in an agreed action plan which was followed through and resolved the issue amicably.

In order to gather the views of other interested parties such as family representatives, medical professionals and social services, the registered manager used an annual survey system. The provider may like to note, the last survey results were dated July 2012. The registered manager told us a repeat of the survey was due to take place.