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Archived: Heathfield Care Home

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Inspection report

Date of Inspection: 29 November 2010
Date of Publication: 11 January 2011
Inspection Report published 11 January 2011 PDF

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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

Our judgement

On the basis of the evidence provided and the views of people using the service we found the service to be compliant with this outcome.

User experience

People who use the service told us that they felt they could talk to the staff and manager at the home if they were not happy about something. One person said they had spoken to the manager about an issue and that they had responded quickly.

Other evidence

The provider reported that there is a complaints procedure in place and that complaints are recorded and there are systems in place to summarise complaints to identify trends. During the visit we observed that details of the complaints procedures were on display in the home by the front door. The manager told us that they have an open door policy and relatives and representatives are able to speak with them at any time about areas of concern, helped they believed by also being visible around the home at meal times for example. They gave us an example where someone had spoken with them about the plates and condiments at mealtimes. The manager was then able to address the issue at the time.