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Archived: Michael House

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Inspection report

Date of Inspection: 5 February 2013
Date of Publication: 27 February 2013
Inspection Report published 27 February 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 5 February 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. The home had an information guide for people which contained details of the complaints procedure. Details of how to make a complaint were also available on the communal notice board in pictorial format.

The service maintained a complaints log which enabled them to track any complaints they received. We were able to see how the provider had responded to complaints and that they had been dealt with in a timely way. Complaints had been fully investigated drawing them to a satisfactory conclusion. The provider may find it useful to note that although a system was in place for recording the various stages of any formal complaint this had not always been used. This meant that it may not be possible to accurately follow the chronology of events and be assured that all concerns had been dealt with.

During our visit we spoke with four people who lived at Michael House. People we spoke with felt confident that should they need to complain they would know who to raise their concerns with. Staff we spoke with told us that if anybody wished to make a complaint they would try to resolve any minor issues as they arose. Individual concerns were discussed informally and documented in the person’s monthly update. One personal assistant said: “I would sit down and listen and any formal complaints I would refer to a senior member of staff.”

The service had a complaints procedure, although dated 2005 the registered manager told us that it still reflected the procedures used for dealing with complaints. We saw that some details within the policy were now out of date. We brought this to the attention of the registered manager who assured us that this would be reviewed and amended were necessary.