You are here

The provider of this service changed - see old profile

All reports

Inspection report

Date of Inspection: 3 January 2013
Date of Publication: 24 January 2013
Inspection Report published 24 January 2013 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 3 January 2013, observed how people were being cared for and talked with people who use the service. We 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

During the inspection we spoke to two people who used the service about complaints. One told us “I would speak to the staff or the manager if I wanted to complain.” Another told us “I can talk to the staff if I am worried about anything.”

People were made aware of the complaints system. We saw evidence that booklets about how to complain were available within the service and in people’s individual care plans. A complaints policy was in place that detailed the procedure to be followed if a complaint was made. The manager told us that no complaints had been made within the last 12 months. Staff told us that the complaints procedure was discussed with people and their relatives during formal reviews of their care.