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Archived: Leacroft

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Inspection report

Date of Inspection: 3 May 2013
Date of Publication: 4 June 2013
Inspection Report published 04 June 2013 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 3 May 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 carers and / or family members and talked with staff.

Our judgement

The provider has met this regulation. A system was in place to deal with complaints.

Reasons for our judgement

The representatives spoke with all, except one, said they had never needed to have made a complaint. Two people said that the manager was very good and they had confidence he would effectively deal with any issues they raised. One person said he had made a complaint about a year ago and it had been properly followed up.

In the complaints folder, we saw that one complaint had been made in the past six months. This information detailed the complaint and the action taken. However, there was no evidence of a letter being sent back to the complainant which detailed the findings of the investigation. Management may wish to note that this is needed so that the complainant can see whether issues had been properly investigated and followed up. And that systems had been put into place to prevent issues occurring again.

We looked at the complaints procedure in the service user's guide. We found that this outlined the home's responsibility to investigate complaints. The manager added the lead agency, the local authority as the agency responsible for investigating complaints, if people had not been satisfied with the organisation’s investigation.