You are here

All reports

Inspection report

Date of Inspection: 14 October 2013
Date of Publication: 6 November 2013
Inspection Report published 06 November 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 14 October 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, talked with staff and reviewed information sent to us by local groups of people in the community or voluntary sector. We talked with local groups of people in the community or voluntary sector and used information from local Healthwatch to inform our inspection.

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, "There is nothing I could complain about. I am really content.”

There was an 'open door' attitude around complaints and suggestions and people we spoke with told us they would not hesitate to talk to the staff if they were unhappy or concerned about anything. The manager actively encouraged people to share their views and this included holding ‘residents meetings’ to hear what people had to say about the standard of service provided. The manager also told us that they were open and transparent about complaints and that they could not improve services if people did not report things to them. People had access to a comments book in both the dining room and entrance, which was reviewed regularly by the staff. The manager also noted all verbal comments. People we spoke with said they certainly felt heard and listened to when making suggestions.

The home had a complaints policy, which clearly set out what people could expect if they wished to complain. The complaints procedure was displayed in the home telling people how to complain if they were not happy and everyone received a leaflet when moving into the home.

The manager kept a complaints and compliments log. We reviewed these and saw that there had been a range of minor complaints in the last twelve months. All but one complaint had been dealt with using the homes local complaints procedure. One complaint had been escalated to the provider, but again, this had been resolved satisfactorily for all parties involved.

Staff told us what they would do if they received a complaint, they confirmed that the senior staff were very approachable and that they were confident that any complaints would be investigated thoroughly and dealt with properly. We saw a significant number of thank you cards and letters from relatives who had been delighted with the care provided and these illustrated the dedication and hard work they had witnessed from the staff team at Townend Close.

People we spoke with told us that staff worked hard to provide a good standard of care and that it mattered to them if they got something wrong. This made it easier for them to talk to them if they had any concerns or needed help. One person told us, “I don’t like complaining but when I mentioned something about my meal choices, they dealt with it straightaway.”