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Archived: Castle Park

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Inspection report

Date of Inspection: 7 January 2014
Date of Publication: 22 February 2014
Inspection Report published 22 February 2014 PDF | 82.58 KB

People should have their complaints listened to and acted on properly (outcome 17)

Not met 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 January 2014, observed how people were being cared for and talked with people who use the service. We talked with commissioners of services.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

The management of repeated complaints did not ensure people's concerns were addressed effectively.

Reasons for our judgement

People gave us mixed feedback about about whether they could raise any concerns about the service they received. One person we spoke with was unsure whether they could express any concerns they had but another told us they would speak to the manager and thought she would sort any issues out. We did not see complaints information or feedback forms that were easily accessible to people. We also saw that people and their relatives had not attended any monthly meetings arranged by the service during 2013.

We saw the service had a written summary of complaints and it indicated what action had been taken to resolve the issues raised. We saw there were three complaints raised during a twelve month period about the same issue of staff attitude and this also corresponded with the information of concern we had received at the Care Quality Commission in December 2013. This meant that repeated issues were not being dealt with effectively.