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Archived: Crossways Residential Home

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Inspection report

Date of Inspection: 12 December 2012
Date of Publication: 9 January 2013
Inspection Report published 9 January 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 12 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 and talked with staff.

Our judgement

There was a system in place to receive, record and respond to comments and complaints about the service provided at Crossways Residential Home.

Reasons for our judgement

We saw Crossways Residential Home had a policy and procedure for handling complaints, concerns and compliments. Details of the complaints process could be found in the organisational statement of purpose, which was displayed in the foyer. There were no records of informal concerns received. The provider may wish to consider the benefits to having a log of all complaints, formal and informal. This would enable the provider the opportunity to evaluate or audit information regarding complaints, comments or compliments in order to identify any trends that may occur.

We saw that a comments book had recently been placed in the main foyer of the home asking for comments from visitors to the service, this had not yet been used.

The manager produced a monthly news letter for people living at the home and their families. Included in the news letter were details of how people could make suggestions of things they would like to see implemented at the home. On the visitor’s notice board were details of how to contact the manager and deputy should people have complaints, concerns or suggestions.

We asked people what they would do if they wanted to raise a concern. People told us they would talk to the staff. A visiting relative said, “The manager’s door is always open”.