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Archived: Rubery Court

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Inspection report

Date of Inspection: 9 April 2013
Date of Publication: 8 May 2013
Inspection Report published 8 May 2013 PDF | 86.65 KB

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 9 April 2013, 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 staff and talked with other regulators or the Department of Health.

Our judgement

People who used the service or others acting on their behalf could be sure that their comments and complaints were listened to and acted on effectively.

Reasons for our judgement

We looked to see if Rubery Court had a complaints procedure. The manager showed us a copy of the procedure and told us that the service had received no recent complaints.

We saw in the staff room that the manager had written instructions for staff, following a complaint from a relative about the personal care needs of their relative not being met. We spoke with the manager about this who told us that it was an informal complaint and was dealt with immediately. The manager may wish to consider monitoring all complaints formal or informal to ensure that there is no recurrence of events and a log of complaints is recorded.

We saw that our (CQC) contact numbers and address were easily visible within the reception area for people who used the service, staff and relatives to use.

We were shown a comments and complaint book. This was available to anyone to complete with comments or complaints about the service. We saw that all the records within the book were positive comments.

We saw that the complaints procedure was written within the service agreements for people who used the service. The manager may wish to consider implementing an easy read complaints procedure in pictorial form for the people with complex needs who used the service.