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Inspection report

Date of Inspection: 22 January 2013
Date of Publication: 5 February 2013
Inspection Report published 5 February 2013 PDF | 84.83 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 22 January 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints system. We saw the home had a complaints procedure which was available to people who lived and visited there. The people we spoke with said they had no complaints about the standard of care or the home’s general facilities. However they told us they would feel comfortable speaking to the manager, or any of the staff, if they were not happy about something.

We saw there was a system in place for people’s complaints to be recorded and investigated. The manager told us there had been no complaints received recently and nothing was recorded in the complaints file since February 2012. The staff we spoke with demonstrated a satisfactory understanding about what they should do if anyone raised a concern with them.

People were given support by the provider to make a comment or complaint where they needed assistance. The staff we spoke with told us how they would voice concerns on behalf of people who were unable to do so themselves.