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Archived: Harpers Villas Care Centre

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Inspection report

Date of Inspection: 25 June 2013
Date of Publication: 25 July 2013
Inspection Report published 25 July 2013 PDF | 92.18 KB

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 25 June 2013, observed how people were being cared for and talked with people who use the service. We talked with staff and talked with commissioners of services.

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

There was an effective complaints system available.

Reasons for our judgement

We spoke with three members of staff and the manager about complaints. We saw that the complaints policy was on display in the home. A copy was also available in people’s bedrooms in their information pack. Staff said that they would pass all complaints on to the deputy or the manager but would take any immediate action possible to address any complaint made.

We saw that a folder was available to record all formal written complaints. The manager told us that when verbal complaints were received, people were given the option of making these formal and receiving written responses. If people did not wish to do this, their complaint was written in a book. We looked at this complaints book and saw that details of the complaint were recorded along with information regarding the action taken to address the concerns. We saw that verbal complaints mainly related to missing clothing or receiving other people’s clothing. We spoke with the manager about this and it was evident that appropriate action had been taken to address these concerns.

We spoke with one person who lived at the home about complaints. We were told that the manager was very approachable and would help out if there were any problems. This person reported that they had no complaints.