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Archived: Cheverells Care Home

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Inspection report

Date of Inspection: 22 June 2013
Date of Publication: 19 July 2013
Inspection Report published 19 July 2013 PDF | 83.9 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 22 June 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 people who use the service, talked with staff and reviewed information given to us by the provider.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We spoke to the registered manager about the complaints policy and process. In the reception area there was information on the wall detailing how to make a complaint and who to speak to. We also saw a policy and information sheet available for people detailing the process and timescales involved if a complaint were to be made. The registered manager and owners took a proactive approach to complaints. They knew the people who lived at the home and took them on outings every week. This gave the registered manager time to talk to people and listen to any concerns they may have and resolve them promptly. We asked to see complaints which had been made in the past six months but there had not been any. There was a system in place to manage complaints should one arise.

We spoke to people at the home and everyone told us they would be happy to raise a complaint with the care staff, the senior care workers or the owners. People felt confident they would be listened to and complaints would be acted on by staff at all levels.

People told us, “I have nothing to complain about, if I did, I would speak to Mrs Woods (one of the owners) and I think it would be resolved.” Other people told us “I’d report it to whoever was in charge, but really I’m spoiled here” and “I have nothing to complain about.”