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Archived: Orton Manor Nursing Home

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Inspection report

Date of Inspection: 24 June 2013
Date of Publication: 11 July 2013
Inspection Report published 11 July 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 24 June 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information sent to us by commissioners of services.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We found that people were made aware of the complaints system. They received a copy of the service user guide which included the complaints procedure. There was also information on notice boards around the home on how to make a complaint.

People and visiting family members we spoke with told us they felt confident that any comments or complaints they had would be listened to and acted upon. One person said, “If I had any concerns I would speak to the staff and I know it would be addressed”. Another person said, “I would speak to the manager and I am sure she would listen to what I had to say, and deal with it, but I have nothing to complain about, I am quite happy.”

We looked at the complaints book and saw examples of complaints received during the last year. The records demonstrated how these issues had been addressed and what improvements had been made. We saw that there was a clear trail of paperwork and communication with the complainant had been maintained throughout the process. This meant that concerns had been listened to and acted upon.

We saw that the service had received many complimentary letters and cards from relatives that praised staff for the care they provided to people.