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Archived: Albany Park

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Inspection report

Date of Inspection: 7 December 2010
Date of Publication: 18 April 2011
Inspection Report published 18 April 2011 PDF | 156.97 KB

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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

We reviewed all the information we hold about this provider, carried out a visit on 07/12/2010, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

People know that any concerns they raise will be addressed. People know that staff will listen to and respond to their concerns.

User experience

People told us that they knew how to make a complaint. One person confirmed that, "I have a copy of the complaints policy. I know what to do if I don't like something." People said that they felt confident to talk to staff about any issues regarding their care. One person said that she had raised an issue with a member of staff and that, "They listened and it was sorted out." We observed that staff knew how to respond to peoples' requests. We saw that people were comfortable talking to staff. People are able to raise concerns about the home. They know that staff can be trusted to listen to them, and take their concerns seriously.

Other evidence

We spoke to staff who told us that they understood the importance of listening to people when they raise concerns about the home. The operations manager said that she was updating the complaints policy. She will be discussing this with staff so that they are clear about their responsibilities. After the visit we received feedback from professionals to confirm that this had been done.

We looked at the complaints record. It showed that there had been one complaint in the last year. This had been dealt with. There was a clear record of the investigation and the follow-up action. The operations manager explained complaints will be responded to promptly so that they can be used as a means to improve peoples' care. We received feedback after the visit from professionals that one further complaint had been received. They told us that this was being handled appropriately.