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Archived: Cedar Lodge Care Home Ltd

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Inspection report

Date of Inspection: 11 February 2013
Date of Publication: 2 March 2013
Inspection Report published 2 March 2013 PDF | 79.02 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 11 February 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

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We found that people had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. People told us if they had a complaint they would, “Speak to X (registered manager’s name) and, “They listen to me”. People told us they would, “Speak to the boss lady”. People said, “We are able to raise issues”. People said, “I would tell them about it. If you have any complaints you can say. I have no complaints”.

We saw that the provider had a policy for complaints. We saw that the procedure for making a complaint was included in the service user guide. We saw that people had a copy of the service user guide in their bedroom. The provider may wish to note that the commission are not the organisation to refer unresolved complaints to. We, the commission do not have any powers to investigate complaints. The registered manager told us they would ensure that the policy and service user guide was reviewed to reflect this information.

Staff told us, “If anyone complains we report it, write it down, tell X the manager”. We looked at the provider’s complaint records and saw that one complaint had been received since our last inspection in January 2012. We saw that the complaint had been resolved in line with the provider’s complaint policy. This meant that people’s complaints were listened to and acted upon.