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Moorlands Grange Requires improvement

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Inspection report

Date of Inspection: 20 September 2013
Date of Publication: 26 October 2013
Inspection Report published 26 October 2013 PDF | 80.42 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 20 September 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We saw there was an up to date complaints policy in place displayed in the reception area and in others areas around the building. There was also a pamphlet available which staff told us they gave to people using the service if they told staff they wanted to make a complaint. We saw the pamphlet was easy to understand and explained clearly who the person needed to raise their complaint with.

We saw the service had not received any complaints in the last 12 months since our last inspection. We also saw there were 31 compliments received regarding the care and treatment people had received whilst using the service.