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Archived: Victoria Lodge Residential Care Home

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Inspection report

Date of Inspection: 18 December 2010 and 4 January 2011
Date of Publication: 21 April 2011
Inspection Report published 21 April 2011 PDF

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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

Our judgement

People who use services can raise their concerns. These are dealt with appropriately by the manager.

User experience

When we asked, people who use the service said they had no complaints and were happy with the care they were offered. People said they had not needed to complain and the carers were all very good.

Other evidence

The manager was able to provide us with an adequate complaints procedure. We were told that the complaints book which used to be held at the front door, was removed as people had abused it. A suggestion box replaced this but the manger said people never really used it.

The manager told us that they were currently dealing with a complaint from a family member who was unhappy with the care their relative was receiving. We were told that a three way meeting was being organised, this included the allocated Social Worker.

Staff told us that a record of concerns and complaints was made in the handover log. We were shown evidence of these records.