You are here

Archived: Church Green Lodge

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 3 October 2013
Date of Publication: 30 October 2013
Inspection Report published 30 October 2013 PDF | 72.77 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 carried out a visit on 3 October 2013, observed how people were being cared for, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

There was an effective complaints system available

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We looked at the complaints policy and procedure in place at Church Green Lodge. We found that the service had an appropriate complaints procedure in place, which specified the steps a person could take in order to complain about the service. This procedure also advised the complainant of what they should expect from the service with regard to the investigation of their complaint, and who they could speak to if they were unhappy with the outcome. This complaints policy and procedure was provided to people in an easy read pictorial format which they could better understand. This meant that people were made aware of the complaints system and that people were supported to make complaints.

We found that the service sent out a feedback questionnaire to each person using the service, or a relative, each time their period of respite ended. A section of this questionnaire focused on complaints, and gave people the opportunity to make a complaint about the service they received during their period of respite. We looked at the last seven feedback forms and saw that people had no complaints.

We looked at the way the service investigated a complaint from a relative of a person using the service earlier in 2013. We found that the service investigated their complaint in line with what was specified in the policy and procedure. We were able to view documented evidence of the outcome of the complaints investigation and what the service had put in place following the complaint. This meant that people’s complaints were fully investigated and resolved, where possible, to their satisfaction.

We spoke with a relative of someone using the service, who told us "I've no complaints. I did complain once, and they sorted it out quickly".