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Inspection report

Date of Inspection: 6 January 2014
Date of Publication: 7 February 2014
Inspection Report published 07 February 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 6 January 2014, 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 and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The manager told us that the people who used the service were given a welcome pack when they moved in which contained a copy of the complaints policy and procedure.

The policy clearly stated what to do if someone had a concern about the service. The complaints policy clearly identified timescales for acknowledging and responding to a concern or complaint. Details of what to do if someone was unhappy with the way a complaint was managed was also contained within the document.

The manager informed us that the complaints policy was kept in the office, due to a person who used the service regularly removing them. They also informed us that they had purchased a lockable display board, which would be placed in the entrance area.

Staff we spoke with were able to explain the complaints process and what action they would take if they received a complaint. The provider informed us that they had not received any complaints since the last inspection.

We saw that documents were available in a variety of formats including easy read. This demonstrated that the provider had considered the communication needs of the people who used the service.

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