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Preston Private Requires improvement

All reports

Inspection report

Date of Inspection: 10 February 2011
Date of Publication: 7 April 2011
Inspection Report published 7 April 2011 PDF

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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

Our judgement

We found that there was compliance with this outcome. Residents are confident that any concerns would be responded to.

User experience

People told us they were confident in the manager and keyworkers that any concerns or complaints would be listened to and resolved. One person we spoke to, had a problem and spoke to a member of staff about it, he said, "Within a day it was sorted out".

Other evidence

Forms are available for anyone who wishes to put forward a compliment, comment or complaint.

Staff we spoke to are aware of the complaints procedure, and confident to deal with any concerns.

We spoke to social services contracts officer and they are pleased with the way complaints are now handled and confident systems and procedures are in place to ensure any concerns are fully investigated with outcomes resolved.