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Friarn House Residential Home Good

All reports

Inspection report

Date of Inspection: 11 December 2012
Date of Publication: 3 January 2013
Inspection Report published 3 January 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 11 December 2012, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

No one we spoke with had any complaints about the service they received. People who were able to express an opinion said that they would be comfortable to speak with a member of staff if they were unhappy about the service they received. One person said “I would always tell someone if I wasn’t happy.” Another person said “I wouldn’t be afraid to speak to someone if I was worried.”

We noticed that there were posters in the home encouraging anyone to speak with a member of staff if they were not happy.

The home had a complaints policy which gave people information about how to make a complaint. The procedure included timescales that people could expect a response in and contact details for outside agencies. The provider may find it useful to note that the complaints procedure was not written in a format that would be easily accessible to everyone who lived at the home.

No formal complaints had been received by the home in the past 12 months.

Staff told us that they were confident that they would notice any changes in behaviour or mood that may indicate that the person was not happy. They said that any changes in a person’s mood would be monitored and action would be taken to find out what was troubling them.