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Inspection report

Date of Inspection: 20 November 2013
Date of Publication: 17 December 2013
Inspection Report published 17 December 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 20 November 2013, 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 carers and / or family members and talked with staff.

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

The provider had an effective complaints system available and any comments and complaints people made would be responded to appropriately.

Reasons for our judgement

We found that people had their comments and complaints listened to and acted upon without the fear that they would be discriminated against for making a complaint.

We found that the service had kept a record of some of the comments they had received. We saw that positive comments had been made about the home such as: “Thank you on behalf of the family for all your work in helping X (person’s name)”.

We saw that the provider had a procedure in place should anyone wish to make a complaint. This procedure had been kept under review and was last reviewed in June 2013. Staff told us they were aware of the complaints procedure and where it was kept should they need to access this.

We saw that a copy of the complaints procedure had been made available to people and their relatives. Information had been given to people about what they should do if they felt they were not being treated well. People were also given information on who they could talk to if they were unhappy about anything. Staff we spoke with told us they would support people if they wanted to make a complaint.

We looked at the provider’s complaint records and saw that complaints or concerns received had been recorded. We saw that all complaints had been responded to in line with the organisations own procedures. At the time of the inspection no complaints had been received by the Care Quality Commission (CQC). The registered manager confirmed that the procedure would be followed whenever they received any complaints. This meant that people’s complaints would be listened to and acted upon.