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Archived: Andrew Cohen House Good

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Inspection report

Date of Inspection: 22 January 2014
Date of Publication: 22 February 2014
Inspection Report published 22 February 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 22 January 2014, 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, talked with staff and reviewed information given to us by the provider. We talked with commissioners of services.

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

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

During our visit people living at the home confirmed they would feel able to raise a complaint if they needed to. One person told us, “I never had any problems here but I would tell them at the office. However nothing goes wrong here.” A relative told us they thought staff were very approachable and gave an example of how staff had responded positively to a suggestion for improvement.

We found that there were systems in place to regularly seek the views of people living at the home. Records showed that the manager also met periodically with individuals to check if they knew how to complain or had any concerns to raise. During our visit the manager arranged for a poster to be put on display to inform people and their relatives of the inspection and that they had the opportunity to speak with us should they wish to.

We found that a log was kept of complaints received by the home. This showed that two complaints had been received since our last visit. We found the provider's responses acknowledged, where needed, any shortfall in the quality of service people had received and provided a summary of steps they were making to improve the service. For one of the complaints we sampled some of the actions that the provider had said they would put in place. We found these agreed actions had been undertaken.

A previous complaint had highlighted that the provider’s complaint procedure needed improving. This included reviewing the information given to people about the next steps they could take if they remained dissatisfied with how their complaint had been dealt with. We found that the provider had taken some steps to improve the information given to people. However, the provider may find it useful to note that greater clarity was needed to explain the different options available to people, depending on who funded their care.