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Archived: Action for Change - Hastings and Rother

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Inspection report

Date of Inspection: 25 November 2013
Date of Publication: 24 December 2013
Inspection Report published 24 December 2013 PDF | 74.06 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 25 November 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 and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system and there was a copy of the complaints policy was on display. There was a suggestion box in place to encourage people to provide feedback or raise any concerns.

We saw a number of complaints that had been raised in the past year. We saw evidence that the provider had investigated these and responded appropriately.

We saw a number of complaints in relation to people receiving information from the organisation following hospital admissions for alcohol related falls. As a result the provider had changed their practices.

Staff were encouraged to address any concern immediately. This prevented concerns escalating to official complaints.