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Archived: Warrens Hall Care Home Good

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Inspection report

Date of Inspection: 6 December 2012
Date of Publication: 1 January 2013
Inspection Report published 1 January 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 reviewed all the information we have gathered about Warrens Hall Nursing Centre, looked at the personal care or treatment records of people who use the service, carried out a visit on 6 December 2012 and observed how people were being cared for. We checked how people were cared for at each stage of their treatment and care, talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

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

Reasons for our judgement

We saw that a complaints process was in place for people to access and use if they had wanted to. People we spoke with gave different views about the way their complaints had been dealt with. One person suggested that they were not satisfied. Another person said “I have not had any major complaints. The small things that I have raised have been dealt with quickly”.

Staff we spoke with about dealing with complaints gave us a good account of what they would do. One staff member said “If it was something small I would deal with it myself and then tell a senior staff member what I had done. If it was a major issue I would refer the person to a senior member of staff”.

We looked at the complaints record held in the home and saw that two complaints had been made. We saw that appropriate action had been taken, for example the recording of the complaint and a written response to the complainant. With one complaint a meeting had been held so that all parties could discuss the complaint in detail which satisfied the person concerned.

We saw that a range of thank you cards and letters that complimented the service provided and the staff. Comments included “To staff at Warrens Hall a few words to express our thanks for the care and kindness shown.” And “Special thanks to the staff at Warrens Hall for the outstanding care”.