You are here

All reports

Inspection report

Date of Inspection: 15 November 2012
Date of Publication: 23 January 2013
Inspection Report published 23 January 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 15 November 2012, talked with people who use the service and talked with staff.

Our judgement

There is a process in place to ensure comments and complaints are listened to and acted upon.

Reasons for our judgement

People who used the service said they had not needed to make a formal complaint but would speak to the manager or staff if they needed to. Two of the three people we spoke to said they had raised some issues in the past which they felt had been addressed to their satisfaction.

Members of staff were aware of the complaints procedure and knew how to elevate any concerns to their manager if they had any. One staff member said, “If I witnessed any bad practice I would speak up about it. I would always refer any complaints to a manager.”

We saw procedures in place for responding to complaints and concerns which were made available to people who use the service and their relatives or representatives. The complaints policy (titled Feedback Policy) clearly set out a person’s right to make a formal complaint and how to do this. Contact details for the Care Quality Commission were also contained in this document. The policy was available in an easy read format and a copy was displayed on a notice board. No complaints had been received in the last year.