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Archived: Oulton Abbey Residential & Nursing Home Good

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All reports

Inspection report

Date of Inspection: 25 July 2013
Date of Publication: 17 August 2013
Inspection Report published 17 August 2013 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 25 July 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 carers and / or family members and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The matron told us that they had not received any formal complaints since the last inspection. They told us that occasionally some people had minor concerns and grumbles about the laundry and at times the clothing not being returned in a timely way. They told us that action was quickly taken to remedy these grumbles and to ensure that the incidences were reduced.

People who used the service told us that they did not have anything to complain about but if they did they would speak with the matron. One person who had recently arrived for a short stay at the home told us: “So far so good, everything is fine at the moment I have no complaints”. Another person said: “What is there to complain about, the staff are lovely, the food is fine and the home is always clean. No complaints whatsoever”.

We saw that the complaints procedure was readily available if people did feel the need to complain about the service. The procedure gave clear advice about what to do in the event of a complaint and it included our contact details should people wish to get in touch with us.