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Inspection report

Date of Inspection: 9 July 2013
Date of Publication: 15 August 2013
Inspection Report published 15 August 2013 PDF | 75.15 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 9 July 2013, talked with carers and / or family members and talked with staff.

Our judgement

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

Reasons for our judgement

We looked at how the service managed complaints. We saw a copy of the provider's complaints procedure. The procedure supported a system to deal with comments and complaints at three stages and by local and more senior managers should the complainant not be satisfied with the first response.

We saw the home had a document to record all complaints. We found no complaints had been made directly about the home, the staff or the welfare of the people who lived in the home. However, in 2010 and 2012 complaints had been made about issues relating to the property. We saw evidence of how the Registered Manager had met with the complainants and the issues were resolved satisfactorily.

We spoke with two relatives of people who lived in the home about the complaints process. They told us they were aware of the provider’s complaints process. They said they had not made any complaints. One told us they addressed any issues directly with the Registered Manager and usually received a satisfactory response and outcome of the issue.