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RNID Action on Hearing Loss Ransdale House Good

All reports

Inspection report

Date of Inspection: 20 September 2012
Date of Publication: 23 October 2012
Inspection Report published 23 October 2012 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 carried out a visit on 20 September 2012, observed how people were being cared for, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We 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

We spoke with four people who used the service. They told us they knew how to raise concerns or make complaints. They told us they felt able to raise concerns with staff. "I have made a complaint before." and "If I am unhappy, I will write a letter to set out what I am unhappy about. They do something about it to solve the problems."

We spoke with three members of staff. They told us that they would support people to make complaints if they raised any concerns. One staff member told us "I would give them a complaint form, if they were not happy with something, so hopefully can get it sorted out quickly." Another said, "For serious complaints we get an outside interpreter, to make sure there is no conflict of interest." People were given support by the provider to make a comment or complaint where they needed assistance.

We saw that there was information available to people to let them know how to make a complaint. This included pictorial information to make it easier for people who used the service to understand the process.

We saw the home had asked people their opinion on many aspects of their life at Ransdale on an ongoing basis, to help the service tailor their support for people. They did this using pictorial questionnaires and feedback forms. We saw that where people expressed dissatisfaction, the home took action where they were able to resolve any issues.

We saw that Ransdale House had taken appropriate action to resolve complaints received within the last year. We found that there was clear evidence that they had investigated and taken action in respect of concerns and complaints received. Therefore we found people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. People’s complaints were fully investigated and resolved, where possible, to their satisfaction.