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Inspection report

Date of Inspection: 2 October 2013
Date of Publication: 29 October 2013
Inspection Report published 29 October 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 2 October 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We spoke with people who used the service and their relatives and asked them if they were made aware of the complaints system and whether it was provided in a format that met their needs. A person who used the service told us, “I know how to complain. I think the manager would deal with any complaint I made. The manager is pretty good if I have anything to say.” A relative of a person who used the service told us, “I am aware of how to complain but have never made a complaint. If I have any queries I can speak straight to the manager. I am confident that if I did complain they would act quickly to deal with it.”

All of the relatives and people who used the service told us that they had never had to make a formal complaint.

The registered manager showed us the process of how people could make a complaint. We saw the complaints procedure was on display in the reception area. This listed the process for making a complaint and also listed the details of the Care Quality Commission (CQC) if they were not satisfied with outcome. The manager told us that they had never received a formal written complaint, but had a process in place that should a person who used the service wish to complain formally they would be supported to do so. The provider may wish to note that the complaints procedure was posted high up on the wall at the bottom of the stairs and may prove difficult for some people to read.

We asked the manager how they ensured that people’s complaints were fully investigated and resolved, where possible, to their satisfaction. The manager told us that although they had never received a formal complaint they would take all complaints seriously and each would be dealt with openly, without discrimination and in a timely manner. The manager showed us the process they would follow which supported this approach.