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Inspection report

Date of Inspection: 10 October 2013
Date of Publication: 8 November 2013
Inspection Report published 08 November 2013 PDF | 76.38 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 looked at the personal care or treatment records of people who use the service, carried out a visit on 10 October 2013, 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, talked with carers and / or family members and 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

At our previous inspection in November 2012 we had concerns in relation to the way the provider managed complaints and that complaints were not viewed as a positive way to improve the quality of the service.

During this inspection we found that the provider and staff had improved their approach to people’s concerns or complaints.

We looked at the complaints log and found only one complaint had been raised in the last 12 months. The provider had dealt with the complaint properly and responded to within appropriate timescales. Detailed records were maintained. The complaint process had been followed and the complaint was logged and investigated. The issue raised by the complainant had been addressed, dealt with in a sensitive and timely manner and resolved satisfactorily.

People we spoke with told us that staff listened to their views, concerns or complaints and dealt with them promptly and effectively. One person told us: The staff are very helpful and they always listen to you.”

We spoke to a relative who told us that the provider was very approachable and helpful and that they felt comfortable to raise any concern and know it would be dealt with.

We observed the provider addressing some concerns raised by a person who had recently moved into the service. The provider showed understanding and provided reassurance; this helped to relieve the person’s anxiety. The provider dealt with the concerns promptly and sensitively.