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Preston Private Requires improvement

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Inspection report

Date of Inspection: 30 June 2014
Date of Publication: 9 August 2014
Inspection Report published 09 August 2014 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 30 June 2014, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff, talked with commissioners of services and were accompanied by a specialist advisor.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

People who used the service were confident their comments and complaints would be listened to and acted upon.

Reasons for our judgement

The home had a complaints procedure which was on display in the hallway for the attention of people who lived at the home and their visitors. We saw any complaints received had been acknowledged and responded to appropriately.

People we spoke with told us they were aware of how to make a complaint and felt these would be listened to and acted upon. One person said, "You feel like you can raise any concerns and they will be acted upon and not taken personally."

There were some issues which were brought to our attention during the inspection. We discussed these with the registered manager. We have been informed since our visit action has been taken to resolve these concerns.