You are here

All reports

Inspection report

Date of Inspection: 30 December 2010
Date of Publication: 9 February 2011
Inspection Report published 9 February 2011 PDF

Contents menu

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

Our judgement

Pinewood & Hollywood has an effective complaints process and people using the service could be confident that complaints would be listened to and acted upon.

User experience

None of the people with whom we spoke said they had ever had to make a complaint. One person told us "I would talk to my key worker if I had a problem".

Other evidence

Each person using the service is given written information about the service, which included the complaints procedure.

The provider told us that monthly tenants’ meetings are held, where people living in the home have the opportunity to comment or complain about the service they are provided. Action points from these meetings are intended to be used by staff as guidelines in setting weekly plans and/or diary dates. A leaflet on the complaints procedure has been developed in conjunction with the people using the service and is accessible within the communal areas of each house. The provided explained that relatives acting on behalf of the people using the service are also made aware of the complaints procedure. The provider confirmed that questionnaires are sent to other interested parties allowing for feedback on the services provided but are currently overdue.

We were told that one person does not currently have an advocate but their key worker is addressing this on their behalf.

Information about how to make a complaint is available throughout the building and also held in the person care plan file.