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Inspection report

Date of Inspection: 4 June 2013
Date of Publication: 14 June 2013
Inspection Report published 14 June 2013 PDF | 82.81 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 4 June 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

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We looked at this outcome to see how the home managed complaints and concerns.

We spoke with people who were living the home and relatives who were visiting at the time of inspection. They were complimentary about the home and said they had no complaints. They told us they would speak with the manager or nurse in charge if they had a complaint. The complaints procedure was displayed in the foyer of the building.

Both the manager and staff told us the home had received very few complaints. We were informed that no serious complaints which required a formal or written response had been received in the last 12 months.

We looked through the complaints and compliments record book. Any complaints or concerns were recorded in a systematic way and included the date of the compliant, the nature of the compliant and the action taken to resolve the matter. The complaints recorded were minor in nature, such as missing items of clothing. We observed from the action taken that they were resolved to the satisfaction of the complainant.