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Springfield Court Nursing Home Outstanding

We have edited an inspection report for Springfield Court Nursing Home in order to remove some text which should not have been included in this report. This has not affected the rating given to this service.
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Inspection report

Date of Inspection: 16 September 2014
Date of Publication: 11 October 2014
Inspection Report published 11 October 2014 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 16 September 2014, 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

People were assured that complaints would be listened to and handled appropriately.

Reasons for our judgement

The policies of the home outlined the procedure for making a complaint, including specific timescales for acknowledging complaints received and completing subsequent investigations. This was displayed prominently within the home and was issued to all new people. However, the provider may find it useful if the contact details of the local authority were added to this document, so that complaints could be made anonymously to the correct agency, should this be preferred.

People we spoke with told us they would know how to make a complaint or how to raise concerns, should they need to do so. They felt the manager of the home would always listen to them and would take any complaints seriously. One person said, "I don't have any complaints. Everything is just fine. But if I was not happy about something then I would not be frightened of saying so." A relative of a relatively new resident said, "We met the manager on the first day here. She is lovely. I wouldn't have any worries about raising any concerns with her."

A system was in place for recording and evaluating complaints received, which could be followed by actions taken and outcomes achieved. Staff evidently would know what to do, if someone who lived at the home or a relative wanted to make a complaint about the service they received.