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Archived: Crompton Court Residential Care Home

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Inspection report

Date of Inspection: 11 December 2013
Date of Publication: 9 January 2014
Inspection Report published 09 January 2014 PDF | 77.84 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 11 December 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We asked people what they did if they wanted to complain or raise an issue. People that we spoke to said that they would tell the staff or the manager. People said they had never had a reason to make a complaint. One person recalled telling staff that a lamp was not working and told us that it was fixed the same day.

We asked staff what they would do if a person wanted to make a complaint. They told us they would try to deal with it and document it and tell people they could put a complaint in writing to the manager if they were not happy.

The manager told us that they held an ‘open door surgery’ every Friday and encouraged relatives to tell them of any concerns or issues and we saw a notice about this. We saw that any issues raised were recorded in a book. For example, a relative had been concerned about a person’s blood sugar levels and in response, the manager had organised for a dietician to visit the person using the service. The manager told us that they felt that this approach meant that there were seldom any formal complaints made.

We saw that the home had a current complaints policy. When complaints were made, either verbally or in writing, they were entered into an electronic system. The manager then investigated the complaint and responded according to the home’s policy. The most recent complaint had been made in July 2013 by a relative and we saw that it was dealt with in accordance with the policy of the service.