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Archived: Chiltern Court

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Inspection report

Date of Inspection: 20 December 2011
Date of Publication: 20 January 2012
Inspection Report published 20 January 2012 PDF | 74.71 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 reviewed all the information we hold about this provider and carried out a visit on 20/12/2011.

Our judgement

People were confident in the complaints process. On the basis of the evidence provided and the views of people using the service we found the service to be compliant with this outcome.

User experience

People told us that they knew who to speak to if they had to make a complaint. One person said they had made a complaint and it was dealt with appropriately.

Other evidence

The complaints policy was displayed in the home. The policy outlined a straightforward process of making a complaint to the manager to begin with. It described how a complaint may be referred to a director of the organisation. The policy did not include reference to a person’s right to complain to the local authority adult care services if they are funded by them and had been dissatisfied with how the organisation had dealt with their complaint. However, the policy did state that people could refer the complaint to the local government ombudsman if they remained dissatisfied with how the organisation handled their complaint. The policy also included contact details for the Commission should a complainant wish to notify us of their complaint as required under this standard (17 A).

We looked at the home’s complaints record folder. All the complaints that the home had received were investigated by the manager with satisfactory outcomes.