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Archived: The Yachtsman Rest Home

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All reports

Inspection report

Date of Inspection: 7 March 2011
Date of Publication: 18 May 2011
Inspection Report published 18 May 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

People know how to complain and feel that any concerns will be listened to and acted upon.

User experience

People we spoke to were aware of how to make a complaint and felt these would be listened to and any concern acted upon. A relative said, “I have no concerns but if I did I will go straight to one of the manager’s.

Other evidence

The manager said in information provided as part of the review that complaints information is displayed in the sun lounge and people living in the home are told how to complain in the residents meeting which are now held. There have been no formal complaints from people living in the home or their relatives but healthcare professionals recently expressed some concerns and these were quickly acted upon to improve care.