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Archived: Dimensions - 199 Doseley Road

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Inspection report

Date of Inspection: 6 April 2011
Date of Publication: 27 May 2011
Inspection Report published 27 May 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

People living at 199 Doseley Road and their representatives are confident that their comments and complaints are listened to and acted upon and for the future are hopeful that changes made will be sustained to ensure people continue to receive a good quality service.

User experience

We did not speak directly to people who use the service about complaints however we did speak with two relatives who told us that they have used the complaints procedure in the past and have been happy with the outcomes. Both said however that the difficulty within the home has always been sustaining the changes made as a result. Both felt hopeful that recent changes within the home, the staff team and the management team will ensure that improvements will now be maintained.

Other evidence

The manager said that there has only been one formal complaint recorded within the last twelve months and records showed that this was effectively managed. Recent concerns within the home have not been managed through the complaints procedure due to the nature of the issues. There were referred and investigated by the local authority safeguarding team whose role is to protect vulnerable adults within the area. The organisation worked openly with this team and have made major changes within the home to address issues raised.

People living at the home are supported by an advocate who visits regularly and takes time getting to know the people that they may be representing. Family members provide the main support role for people living at the home and it is positive that they now feel involved, consulted and welcome at the home.