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Archived: Ashleigh House

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Inspection report

Date of Inspection: 21 January 2011
Date of Publication: 29 March 2011
Inspection Report published 29 March 2011 PDF | 94.71 KB

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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 reviewed all the information we hold about this provider, carried out a visit on 21/01/2011, observed how people were being cared for, talked to staff and talked to people who use services.

Our judgement

• Overall, we found that Ashleigh House was meeting this essential standard.

User experience

Two service users confirmed that they had been given copies of the complaints procedure and that staff listened to their concerns and dealt with them fairly. They spoke of their key workers supporting and helping them to talk about any concerns they might have.

Other evidence

The provider told us there was a complaints procedure that contained details of how people who use services could make a complaint and who to. This was written in a way to ensure that service users fully understood its contents.

The provider said that all complaints would be fully investigated. At the time of the review, there had been no complaints received. A record was kept of all complaints. There was a whistle blowing policy and procedure as well as, the Local Authorities Vulnerable Adults procedures that all staff had access to. The location also had a copy of the Department of Health “No Secrets” documents for further information.