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Autism Together - 86 Allport Road Good

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Inspection report

Date of Inspection: 10 October 2013
Date of Publication: 6 November 2013
Inspection Report published 06 November 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 10 October 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff and talked with commissioners of services.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We found the home had a variety of communication boards available for the people who lived at the home to help them communicate any of their needs. The staff told us that people were encouraged to use these if they could not convey what they wanted to say.

The home had a complaints policy which outlined what the home would do if they received a complaint. The relatives told us they felt confident they could raise any concerns with manager and in the past any concerns they had raised has been dealt with to their satisfaction.

The policy contained clear timescales for when the company would respond to a complaint and the contact details of who they should contact if the complainant felt that their complaint had not been addressed. The provider may find it useful to note that the contact details needed to be updated.

The manager told us that record of complaints was kept at head office so that any trends could be identified and appropriately managed. The manager told us there had only been one complaint in the past 12 months but this had been resolved.