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Archived: Claremont Lodge Care Home Good

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Inspection report

Date of Inspection: 16 October 2013
Date of Publication: 9 November 2013

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 16 October 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs, either in written form to them or their relatives on admission to the home, or informally via staff members subsequently. Each person also received a service users guide which outlined the provider's complaints procedure. The people we spoke with felt that they could make a complaint if they needed to and would be listened to. One person told us, "I did make a comment more than a complaint some time ago and the situation was rectified very quickly". A visitor said, "The manager is on top of that kind of thing. The door is always open". We examined the complaints policy and found that it included clear guidelines on how and by when issues should be resolved. However, the provider may wish to note that the Care Quality Commission is not the external agency responsible for investigating individual complaints.

We examined the complaints log and found that there had been no recent complaints made. We found evidence that the home manager regularly discussed matters relating to care with people and their families on a one-to-one basis and acted in accordance with findings. Our observations indicated that the provider operated an 'open door' policy in which people, their relatives and staff could raise issues important to them. We noted that there were also regular residents' and relatives' meetings held. We examined the minutes of these meetings and saw that people and their families were able to raise and resolve matters important to them in a constructive and inclusive environment. This meant that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.