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Inspection report

Date of Inspection: 22 April 2013
Date of Publication: 9 May 2013
Inspection Report published 9 May 2013 PDF | 83.38 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 22 April 2013, 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.

We carried out a tour of the premises.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. 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 who we spoke with said that they knew who to speak with if they were unhappy about something. One person said that they were satisfied with the standard and quality of their care. They said that because of this, they had no cause to make a compliant.

Where people had concerns they told us that they were satisfied with the response that they received from the registered manager. They also said that they were satisfied with the promptness of the response to their concerns.

People using and visiting the service had access to publicly held information about how to make a complaint. However, the provider may wish to note that this contained inadequate contact details for the local authorities, should any person wish to contact them with their concern or complaint.

By the visitors’ signing in book we found a questionnaire for people to complete. This provided people with the opportunity to make their suggestions, concerns and comments known, with or without disclosing their identity.

The registered manager advised us that there had been no formal concerns or complaints made against the service since our last inspection, which we carried out in 2012. We have received no complaints against the service since then.