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Inspection report

Date of Inspection: 26 October 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 26 October 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 and talked with staff.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. We saw the complaints policy, forms, and a box at the entrance of the home. The deputy manager said, “We have the box so people can write anonymous complaints if they are not happy about something.” The complaints procedure was available in a different format for people who requested this. This would accommodate different people’s needs. For example, a person with poor vision could request a large print version. All the people we spoke with were aware of how to make a complaint. One person said, “I just talk to the manager and they sort it out straight away.” We found records to show that this was discussed with people on a regular basis to ensure that they understood how to make complaints, comments, and suggestions.

People had their comments and complaints listened to and acted on. We saw a complaints folder, which showed that complaints were investigated and responded to in a timely manner. In instances where improvements could be made, these were made. One relative we spoke with said, “They don’t see things as complaints, which is so great. You just have to say it, they do it straightaway and even thank you for bringing it up.” The relative gave us an example to say that a few things had been raised and changes were made immediately. One person said, “I feel comfortable to complain, but I haven’t because I am very happy.”