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Archived: Moss View Nursing Home

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Inspection report

Date of Inspection: 8 May 2011
Date of Publication: 4 July 2011
Inspection Report published 4 July 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

We found compliance with this outcome area. The Complaints Procedure should be reviewed and updated with the correct contact details of the Care Quality Commission and the local Social Services Department and be freely available to view within the home.

User experience

Relatives confirmed that each time they had raised any concerns; action had been taken to resolve any issues.

Other evidence

The home has a complaints procedure that is recorded within the home’s Statement of Purpose. The Statement of Purpose containing the complaints procedure was not openly displayed and staff had difficulty locating the document.

The complaints procedure states that ‘The written record of a complaint must be signed by the complainant, who will be provided with a copy, together with a written acknowledgement that the complaint is being processed, outlining the timescale for responding.’ The procedure did not include details of the local Social Services Department or the updated correct details for contacting the Care Quality Commission.

Staff were unable to locate the complaint’s record which details any complaints raised and the action taken to investigate and resolve the complaint.