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Prestige Nursing Norwich Good

All reports

Inspection report

Date of Inspection: 22 January 2014
Date of Publication: 22 February 2014
Inspection Report published 22 February 2014 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 22 January 2014, talked with people who use the service and talked with carers and / or family members.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We looked at the complaints policy in place at Prestige Nursing Norwich. We found that this policy had been reviewed and updated in 2013, and was not due for review until later in 2014. We found that this policy stated the procedure that a complainant could expect the provider to follow whilst investigating their complaint. This included timescales as to when the complainant should receive a written acknowledgement or outcome of their complaint. It also included information as to what external bodies the complainant could contact, should they be unhappy with the outcome of their complaint.

We were told that people were given a copy of the complaints policy when they began receiving care and support from Prestige Nursing. People we spoke with confirmed that they had been given a copy of the policy. This meant that people were made aware of the complaints system.

We looked at the records for four complaints made to the service in 2013. We found that all four complaints had been investigated in line with the policy. Detailed records were kept for these four complaints, with the original complaint, acknowledgement letter, minutes of any meetings and the outcome of the complaint being documented. We found that the service took appropriate action in response to people's complaints, and that there was evidence that these four complainants were happy with the outcome of their complaint. This meant that people’s complaints were fully investigated and resolved, where possible, to their satisfaction.