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Inspection report

Date of Inspection: 14 November 2012
Date of Publication: 13 December 2012
Inspection Report published 13 December 2012 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 14 November 2012, 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.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs.

We asked to see a sample of complaints received by the service since our previous inspection. The registered manager told us that no complaints had been received since the service was registered in March 2011.

We saw that the service had a complaints policy and procedure which clearly detailed how people’s complaints would be addressed and resolved.

We spoke with three people using the service. They told us that if they needed to complain they were confident their concerns would be listened to and acted upon appropriately.