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Inspection report

Date of Inspection: 9 July 2013
Date of Publication: 31 July 2013
Inspection Report published 31 July 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 9 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, talked with staff and talked with commissioners of services.

Our judgement

There was an effective complaints system available and comments and complaints people made were responded to appropriately.

Reasons for our judgement

Kimbolton Lodge had systems in place to ensure that anyone living at, or visiting, the home would make a comment or complaint if it were necessary.

The registered manager told us that complaints were used to develop a better service for the future. The registered managers response to complaints were looked at by, or on behalf of, the provider during visits to the home to check the standard of the service offered. This meant there were effective systems in place to monitor complaints.

Both staff and people living at Kimbolton said they felt able to raise their concerns and were confident that these would be dealt with effectively and would not compromise their position or care. We spoke to one relative who told us, "I have not had to raise any issues, but the manager is so approachable I would not think it would be a problem.” The registered manager told us that she made herself available to the people using the service, their relatives, staff and other health professionals and believed this policy minimised people having to raise any concerns as a complaint.

During our inspection on 9 July 2013, we saw the home’s complaints policy was displayed in various areas of the home. The policy told people what to expect if they raised a compliant and the timescale in which to expect a response. We looked at the complaints log and saw that a recent complaint raised by a relative had been appropriately dealt with by the registered manager. The log showed how the manager had investigated the complaint and how staff had ensured practice changed.