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Inspection report

Date of Inspection: 8 January 2013
Date of Publication: 20 February 2013
Inspection Report published 20 February 2013 PDF

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 8 January 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

People who used the service and those acting on their behalf can be confident that their comments and complaints are listened to and dealt with effectively.

Reasons for our judgement

We saw that the home had a procedure in place to deal with complaints. We also saw that the home had displayed their complaints procedure on the home’s notice board. The manager informed us that they had not received any complaints in 2012 and that if people or their representative had any concerns that they would usually speak to them and that this was recorded in people’s care plans.

We saw that there was a clear recording process in place to record complaints. We looked at a copy of the home’s complaints policy and we saw that it gave details on how the complaint would be managed and included the following: people’s roles and responsibilities, timescales for providing an acknowledgement and outcome of investigation and that a solution had been agreed with the complainant.

The provider may find it useful to note that the area manager informed us that if a person needed support to make a complaint this would be provided but we found that this had not been reflected in the home’s complaint’s procedure or policy.

All the people we spoke with told us that they felt “safe” and if they had any concerns that they would speak to their relative or a member of staff. We also looked at a sample of the minutes of the monthly resident meetings where we saw that people were asked if they had any concerns they wished to raise. We also found evidence that people were encouraged to come and speak to the manager in her office if they had any issues or problems which they felt they could not raise at the meeting.

Relatives we spoke with told us that if they had any concerns they would talk to the manager and most felt confident that they would be dealt with appropriately. Their comments included the following: “I can phone up anytime if I have any concerns.” “Any concerns I speak to the manager.”