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We are carrying out a review of quality at Borrage House. We will publish a report when our review is complete. Find out more about our inspection reports.
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Inspection report

Date of Inspection: 16 May 2013
Date of Publication: 8 June 2013
Inspection Report published 08 June 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 16 May 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

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

Reasons for our judgement

People we spoke with were very positive about the home and did not have any complaints. One person told us, "I haven’t had reason to complain because I'm quite happy". There appeared to be an 'open door' atmosphere around complaints and suggestions and people we spoke with told us they knew the staff by name and that staff regularly sat with them to discuss the service and asked for comments about how the service could be improved. At the time of our visit there were no outstanding complaints.

The home had a complaints policy, which clearly set out what people could expect if they wished to complain about the services provided. There were leaflets in people’s rooms telling them how they could complain if they were not happy.

Staff told us what they would do if the received a complaint, they confirmed that the managers were very approachable and that they were confident that any complaints would be investigated thoroughly and dealt with properly.

We were told that there had not been any formal complaints for a number of years and that people only raised 'minor niggles' with staff and were dealt with promptly. People told us that staff were keen to provide a good standard of care and this made it easier to talk to them if they had any concerns or needed information.

A recent survey by the service had shown that some people felt complaints and comments could be better heard by the provider. As a result of this plans were in place to revisit the way complaints are received and the manager had taken a decision to record all complaints, including minor ones, so that they could review the information to help improve the service.