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Inspection report

Date of Inspection: 6 September 2012
Date of Publication: 4 October 2012
Inspection Report published 4 October 2012 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 6 September 2012, 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, talked with carers and / or family members and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were given support by the provider to make a comment or complaint. We saw that the complaints procedure was displayed clearly in the main entrance to the home. This demonstrated that people were provided with information about how to raise a complaint with the provider. The information also contained escalation details, so if people felt the provider did not deal with their complaint they could escalate the complaint to the appropriate body. We also found that people had access to the complaints procedure in their own individual user guide which was kept in their rooms. The complaints procedure was available in large print thus ensuring accessible information was available to people living at York House.

We also found that people living at York House and their relatives had access to meetings at the home. We saw minutes of these meetings which demonstrated that people were encouraged to feedback about the service so that the provider could take action or make improvements where this was necessary.

We asked for a summary of complaints people had made and the provider’s responses to them. We were provided with the complaints folder but found that no complaints about the service had been made in the past year. We could therefore not test whether or not complaints had been dealt with and responded to appropriately. However, we did review the complaints policy in place at York House and found that this contained detailed information about the steps to be taken in the event a compliant was received. The policy described clear timescales for responding to complaints, the requirements and responsibilities about investigating a complaint and procedure for ensuring outcomes were communicated.