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Inspection report

Date of Inspection: 12 October 2013
Date of Publication: 13 November 2013
Inspection Report published 13 November 2013 PDF | 79.6 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 12 October 2013, 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 and talked with staff.

Our judgement

There was an effective complaints system available. Comments and complaints were responded to appropriately.

Reasons for our judgement

Systems were in place for people to complain and provide their comments. We saw a complaints policy and procedure, which were also displayed on the wall for people to read. We looked at the complaints book and found that the last complaint was recorded to be in 2010. We found that recent comments that had been made were discussed with staff during meetings so that improvements could be made. The provider may find it useful to note that all verbal and written complaints should be records as per the home’s own complaint policy. This would enable any trends to be identified. Most people we spoke with were aware of how to complain. One person said, “I would speak to senior staff, but I have nothing to complain about.”

We read minutes for meetings that were held with people. This provided people an opportunity to give their views and comments. We found that these were listened to and acted upon, where possible. One person said, “They do listen.” For example, one person had mentioned that their room had not been cleaned properly. We found that this was discussed with staff in detail with a clear process in place to ensure the person was satisfied with the way their room was cleaned. We found that templates were in place to carry out questionnaires although these had not been completed recently.