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Inspection report

Date of Inspection: 18 February 2013
Date of Publication: 20 March 2013
Inspection Report published 20 March 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 18 February 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The home has a complaints process that would be used if a complaint was raised. The staff actively seeks the views if the relatives each time they visit. They said they have a good relationship with the families and are confident that concerns would be brought to them if required.

The two people we spoke to who live at the home said that they could talk with the staff anytime and they were always helpful. They had no complaints to make about living here if they did they would speak to the staff.

The two relatives we spoke to confirmed that they knew that there was a complaints process and would know who to contact if they had a complaint. They both said that they have never had any reason to complain about any aspect of care within the home. That the staff were approachable at all times and kept them informed of any changes or concerns affecting their relatives.