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Inspection report

Date of Inspection: 2 May 2013
Date of Publication: 30 May 2013
Inspection Report published 30 May 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 2 May 2013, observed how people were being cared for and talked with people who use the service. We 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 people that we spoke with told us they felt confident that any comments or complaints they had, would be listened to and acted upon. One person said, “If I had any concerns I would speak to the staff and I know it would be sorted.” Another person said, “I would speak to the manager. I am sure they would listen to what I had to say and deal with it, but I have nothing to complain about I am quite happy.” The relative we spoke with knew how to raise any concerns that they may have. Staff we spoke with told us if anyone had a complaint they would talk to the person and find out what the issues were and tell the manager.

We saw that the home had a policy for complaints which was displayed in the home for people and their relatives to be able to access. The deputy manager told us that the procedure could be made available in alternative formats if this was required by people. We looked at the complaints book, and saw that no complaints have been received within the last 12 months. We saw that the home had received many complimentary letters and cards from relatives, which praised the home for the care they provided to people.