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Inspection report

Date of Inspection: 5 November 2012
Date of Publication: 29 November 2012
Inspection Report published 29 November 2012 PDF | 78.39 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 5 November 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.

Our judgement

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

Reasons for our judgement

The staff told us that they had not received any verbal or written complaints. We saw there were complaints and compliments forms in the service and staff told us these could be completed anonymously.

The service had a complaints procedure which recorded any issues would be acknowledged within two working days and investigated within 20 days. We saw information in one care record where the provider had investigated an incident of concern. We discussed this with the provider as the staff had informed us no complaints had been received.

The care records included information about the investigation and a letter had been sent to the person using the service with a full explanation. The action taken by the provider matched the complaints procedure. The provider may wish to consider how information about complaints is collated to ensure they are able to demonstrate how they respond to comments made by people using the service. This would mean that the systems for investigation were robust and transparent and so would result in the appropriate action being taken.