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Inspection report

Date of Inspection: 18, 23 May 2011
Date of Publication: 21 June 2011
Inspection Report published 21 June 2011 PDF | 131.14 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 18/05/2011, 23/05/2011, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

Our judgement is that the service is compliant with this outcome. The service has systems in place to deal with comments and complaints.

User experience

One person who lived at Pendle View said she would talk to staff or her social worker if she had any concerns; she said “staff listen”.

Other evidence

There had been no complaints or concerns since the last visit and records were monitored each month by the area manager.

The area manager told us that the complaints procedure was included in the service user's guide and it had been given to family and friends and explained to people living in the home.

People who lived at the home and staff were able to discuss any concerns on an informal daily basis or at formal reviews.