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Inspection report

Date of Inspection: 20 February 2013
Date of Publication: 21 March 2013
Inspection Report published 21 March 2013 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 20 February 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 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 were given support by the provider to make a comment or complaint where they needed assistance. There was a complaints policy and procedure in place. People were made aware of the complaints procedure. The procedure was provided in a format that met their needs. One person told us that “I’m comfortable with approaching staff with worries or concerns”.

The service actively sought feedback and peoples’ views through the use of care plan reviews, residents’ meetings and through the formal annual review process. A complaints log was maintained. There had been two complaints recorded since the last inspection. Records seen demonstrated that these complaints had been addressed appropriately and to the complainants’ satisfaction.