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Archived: Cranstoun - Sisters Avenue

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Inspection report

Date of Inspection: 7 November 2013
Date of Publication: 24 December 2013
Inspection Report published 24 December 2013 PDF | 73.51 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 7 November 2013, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available to people using the service at Sisters Avenue.

Reasons for our judgement

People using the service were aware of the complaints procedure and said they felt able to raise any concerns with the staff or manager at Sisters Avenue. Comments included "I have a copy of the complaints procedure", "You can approach the staff here" and "I always make my concerns known if I have any, they do listen".

The complaints procedure for the service had three stages and people using the service were encouraged to speak with staff at the service initially to seek a satisfactory resolution to their concern or complaint. The individual could then speak to a senior manager if they were still not satisfied with stage three being a referral to an operational director. We noted that the contact details for the Care Quality Commission were included within the procedure as well as those of the Housing Ombudsman.

We saw that the complaints procedure was supplied to people using the service as part of their induction to the service. Copies were also seen to be kept in each person's file. A summary of concerns and complaints was available to us on the day of inspection recording the nature of each complaint, how it was resolved and the completion date.