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Archived: Donness Nursing Home Inadequate

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Inspection report

Date of Inspection: 27 September 2012
Date of Publication: 24 October 2012
Inspection Report published 24 October 2012 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 27 September 2012, 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.

Our judgement

There was an effective complaints system available.Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People we spoke with told us that they were confident that their comments and complaints were listened to and dealt with appropriately by the registered manager and their staff team. One person said “I have no concerns. I would speak to staff if I had any concerns.”

People were made aware of the complaints system. This was provided in a format that met their needs. We saw information on the resident’s notice board which provided people with details about how to make a complaint. It clearly set out the procedure which would be followed by the registered manager. Additionally, as we toured the building and spoke with people living at the home, we saw that they had a service user’s guide in their bedrooms. This showed details of the complaints procedure and what people should expect from the home. This demonstrated that the home ensured that people were given enough information in order for them to raise any concerns and valued their comments to improve the quality of care provided and the overall running of the service.

We asked for and received a summary of complaints people had made and the provider's response. We saw that the home had received one complaint in September 2012 from a family member about the care a relative received at Donness Nursing Home. The main concerns were about the registered nurses competencies in the use of syringe drivers and the management of end of life care. We saw that the registered manager, who was also the provider had responded in a timely manner and had thoroughly attended to the main points of concern in a sensitive and understanding manner. In practice the registered manager had ensured that staff received increased supervision and training to mitigate the possibility of these events happening again. This demonstrated that the provider was proactive in dealing with issues which impacted on people’s care and experience of living at the home. The registered manager told us that this was the only complaint they had currently received.