You are here

All reports

Inspection report

Date of Inspection: 27 April 2011
Date of Publication: 28 June 2011
Inspection Report published 28 June 2011 PDF | 110.55 KB

Contents menu

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 27/04/2011, 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

People had experienced good opportunities for their comments and complaints to be listened to and acted on effectively.

User experience

We had not spoken directly to people who used services in assessing this outcome.

Other evidence

We were told by the management that there had been no complaints made for a long time other than the one made to the ERYC which they had investigated in October 2010. The complaint record therefore showed no other complaint issues. We interviewed staff who said that people had made grumbles and niggles known to them and they had been dealt with appropriately.

We had been unable to check to see if the complaint procedure had been properly used and had been effective because it had not been tested.