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Archived: Castle Park

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Inspection report

Date of Inspection: 16, 17 April 2014
Date of Publication: 24 May 2014
Inspection Report published 24 May 2014 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 16 April 2014 and 17 April 2014, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff, reviewed information sent to us by local groups of people in the community or voluntary sector and used information from local Healthwatch to inform our inspection.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People told us they could make comments about the service and thought they were listened to. They told us they would speak to the manager or staff and were confident of a courteous response.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We looked at the complaints record and saw that any complaints received were dealt with fully and a written response was provided to the complainant. There had been no complaints or information of concern received at the service or the Commission since our previous inspection visit in January 2014.

Our previous visit in January 2014 found that there had been repeated complaints about staff attitude, which suggested the issues had not been fully addressed. We saw at this visit that no further complaints of a similar nature had been received. The area manager also told us that any further problems of a similar nature would be dealt with through the company’s disciplinary procedures or management of staff performance. This showed the provider took complaints seriously and acted to make improvements.