You are here

Archived: The Yachtsman Rest Home

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 29 November 2012
Date of Publication: 22 December 2012
Inspection Report published 22 December 2012 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, reviewed information sent to us by other organisations, carried out a visit on 29 November 2012 and observed how people were being cared for. We checked how people were cared for at each stage of their treatment and care, talked with people who use the service and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

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

Reasons for our judgement

There was an effective complaints system in place. Where people made any comments and concerns these were investigated and responded to appropriately. A complaints policy outlined the procedure people should follow if they were unhappy about something at The Yachtsman. A system was in place, so that any complaints could be recorded and monitored, showing action taken in order to address the issues raised.

People we spoke with told us they would speak to the owners, manager or a member of staff if they were unhappy. They felt their comments or complaints would be listened to and acted on.