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Archived: Alexandra Care Home Good

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Inspection report

Date of Inspection: 16, 17 April 2013
Date of Publication: 3 May 2013
Inspection Report published 3 May 2013 PDF | 84.16 KB

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 April 2013 and 17 April 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 we asked the provider to send to us. We reviewed information sent to us by commissioners of services and talked with commissioners of services.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. A complaints procedure was in place and on display in the entrance to the home and a copy was kept in bedrooms as part of the information about the service provided. Information from the provider told us that the policy was available in large print if required.

Information regarding the contact details for the Local Government Ombusman England and the Care Quality Commission was displayed within the home. We noticed the contact details for the local authority in the area was not displayed. We did not see the local contact details for the advocacy services either. The provider may wish to include these local contacts for people to use. This would be helpful to people who may need help when raising a complaint about the provider.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. Records of complaints were held. Clear information within these records showed us that appropriate actions had been taken to address the concerns raised.