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Inspection report

Date of Inspection: 4 March 2011
Date of Publication: 13 October 2011
Inspection Report published 13 October 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 used the service could be sure that their comments were listened to and acted on effectively. However the procedure did not give clear guidance about who could investigate their complaint if they were unhappy with the initial response or if they felt they could not approach the provider.

User experience

One person said, "The staff here are good, they help me when I need it , but let me make my own decisions as far as I am able".

Another person said, "I like living here, we go to the theatre and football matches".

Other evidence

The manager told us that details of complaints were dealt with in line with policies and procedures, and that a number had been received and acted upon accordingly. The manager also said that regular contact was kept by key workers with families and issues were raised in six monthly reviews.

We saw a copy of the complaints procedure in each persons care records. This gave the person information of how to complain, but implied that the person could contact the Care Quality Commission if they were not satisfied with the response from the provider or felt unable to approach the provider. This needed to be revised so that people understood that CQC are interested in any information a person wishes to share with them, but cannot investigate individual complaints.