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Archived: Dunsland Inadequate

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Inspection report

Date of Inspection: 5 June 2014
Date of Publication: 8 July 2014
Inspection Report published 08 July 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 5 June 2014, observed how people were being cared for and talked with people who use the service. 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

People were made aware of the complaints system. This was provided in a format that met their needs. Where relevant people were given support by the provider to make a comment or complaint where they needed assistance.

We checked to see whether the provider had an effective system for managing complaints and for bringing the complaints system to people's attention.

At the time of the inspection there was only one complaint. This was a staff complaint and was being dealt with through the correct procedures and in confidence. Time frames were outlined along with routes through which the complaint would be handled. We found actions taken ensured that a fair process was followed as regards people's complaints and outlined other organisations which could be used if necessary.

There was an open door policy as regards complaints, how to make them and how to handle them. There was an overarching complaints policy supported by procedures and leaflets about how to complain.

Everyone we spoke with was clear about how and who to complain to if they felt something was not right. The provider took account of complaints and comments to improve the service and where possible promptly responded to them.