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Archived: Kingsmead Lodge

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Inspection report

Date of Inspection: 7 June 2013
Date of Publication: 13 July 2013
Inspection Report published 13 July 2013 PDF | 81.97 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 7 June 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 carers and / or family members, talked with staff and reviewed information given to us by the provider.

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

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs.

Information that explained to people how to raise a concern or to complain was displayed on notice boards in the home. We saw ‘easy read’ versions on the doors of the manager’s office and the nurses’ office.

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

We saw a copy of the home’s complaints policy which included timescales for the provider’s response to issues raised.

We asked for and received a summary of complaints people had made and the provider’s response. We found people’s complaints were fully investigated and resolved where possible to their satisfaction. Records we looked at showed the provider made a timely and objective response to concerns raised and the outcome was recorded.

We spoke with the relatives of one person using the service. They said, “If something’s not right we bring it to their attention and they do their best to put it right.”

The staff we spoke with told us they would tell senior staff if a person using the service shared any concerns with them. Staff told us they felt confident that senior staff and management would respond to concerns raised.