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Archived: Mark A Peake - 21 Totterdown Street Good

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Inspection report

Date of Inspection: 7 May 2013
Date of Publication: 29 May 2013
Inspection Report published 29 May 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 7 May 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

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

Reasons for our judgement

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

People that we spoke with told us they were aware of what to do if they were not happy. One person told us "I will tell the care workers". Another person said "if I have any problems they always fix them". Care workers told us that people using the service were confident and felt they would not hesitate to raise any concerns. One care worker told us "we are always with them and they always tell us if there is a problem".

We asked for and received a summary of complaints people had made and the provider's response. We looked at the complaints book and saw that the provider had documented all the concerns that had been raised by people. We saw that all the complaints were responded to appropriately and resolved to the satisfaction of the complainant.

The provider may wish to note that although people were confident that they knew how to make a complaint, it may be beneficial to have the complaints procedure on display at the home.