You are here

Archived: Branston Court Care Home Good

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 13 November 2012
Date of Publication: 8 December 2012
Inspection Report published 8 December 2012 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 13 November 2012, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and talked with stakeholders.

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 saw a complaints procedure was in place and this was displayed in the entrance hall for people using the service and visitors. The staff and the registered manager confirmed comments were welcomed from people. We saw a copy of complaints was maintained and included a record of correspondence, any investigation and a copy of the outcomes for people. This meant people could be confident that their concerns were addressed.

The registered manager told us they took account of complaints and comments to improve the service. Staff spoken with were clear about what to do if they received a complaint from a person using the service or a visitor to the service. We spoke to one person and three relatives about what they would do if they had any concerns. They told us they would raise any issue with staff and were confident the service would respond appropriately. All people we spoke with told us they had not needed to complain and were happy with the service provided.

Some people using the service were not able to raise concerns themselves and the registered manager told us people could use the services of an advocate to help make decisions or to raise a concern. An advocate is a person who people could speak with, or speaks on people’s behalf and makes sure their views are listened to or they get what they are entitled to. This meant people were supported to express their views.