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Archived: Good Neighbours House

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Inspection report

Date of Inspection: 3 December 2012
Date of Publication: 13 February 2013
Inspection Report published 13 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 3 December 2012, 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 talked with stakeholders.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were aware of the complaints system. This was provided in a format that met their needs. People had a range of opportunities to raise issues of concern. They could use the formal complaints procedure. This was available in the hall way of the home as was a comments book which could be completed by visitors or people who lived at the service. The comments book contained three positive comments about the service made by visitors; no negative comments had been made. The results of the most recent survey of the service showed that all of the respondents knew what to do if they had a complaint to make.

Fortnightly meetings were held between people and their key workers. Monthly meetings of people living at the service included an agenda item about complaints and invited comments from people about any aspect of life at the service. We noted that staff meeting minutes included a reminder to staff to record any concerns raised with them by people who use the service. This demonstrated an open attitude to complaints and concerns of people living at the service. A person who lived at the service told us that they had no issues of concern but if they did they felt able to raise it with staff.

Records showed that no complaints had been made in the last year. We were told that generally issues were dealt with at an informal stage.