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Manor Park Care Home Requires improvement

The provider of this service changed - see old profile

We are carrying out a review of quality at Manor Park Care Home. We will publish a report when our review is complete. Find out more about our inspection reports.
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Inspection report

Date of Inspection: 6 June 2013
Date of Publication: 30 August 2013
Inspection Report published 30 August 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 6 June 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.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People spoken with said they had no concerns or complaints about the home at this time. They said they knew who to speak to if they had a worry or concern. They told us they felt able to make comments and were confident the staff or manager would do all they could to put it right. One relative said: “I have only needed to complain once about [my relative] not being smartly dressed. This was sorted out immediately I mentioned it and I’ve never had to complain again.”

The service had a complaints policy in place to provide staff and people who used the service with information on how to make a complaint and how this would be handled. We were told the home held regular meetings for residents and relatives.

Staff described how they provided support for people who lived in the home to make sure any issues were resolved early before they became a complaint. Staff said that they had a form to complete if any relative had any concerns and they would take this to discuss with the senior member of staff.

We saw there was a complaints policy in place. We saw there was a system of responding to, and where appropriate, investigating complaints received by the home. We saw complaints had been responded to appropriately. We saw action had been taken to resolve the concerns raised and reduce the risk of recurrence.