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Turning Point - Avondale Good

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Inspection report

Date of Inspection: 31 July 2013
Date of Publication: 4 September 2013
Inspection Report published 04 September 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 31 July 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.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We saw the complaints policy and procedure in place at Avondale and found this contained detailed information about the steps to be taken in the event a complaint was received. The policy described clear timescales for responding to complaints, the requirements and responsibilities about investigating a complaint and procedure for ensuring outcomes were communicated. This was available in an easy read and pictorial format.

The manager explained to us the provider had engaged the services of an external advocacy group to support people who used the service or their relatives, should they wish to make a complaint or concern. She told us she preferred to have an open dialogue with all the relatives of people in the home to enable any comments or concerns to be dealt with on an informal basis. All three of the relatives we spoke with confirmed this was correct and any comments they had made were all acted upon.

The manager told us they had not received any complaints over the last year and we looked at the complaints file to verify this. The manager told us that they encouraged all staff at Avondale to raise a compliant on behalf of the people living in the home. Staff we spoke with confirmed this was the case and formed part of their complaints training which they undertook each year.