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Archived: 74 Sir Evelyn Road

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Inspection report

Date of Inspection: 20 August 2013
Date of Publication: 7 September 2013
Inspection Report published 07 September 2013 PDF | 78.14 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 20 August 2013, observed how people were being cared for 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. People had their comments and complaints listened to and acted upon without the fear that they would be discriminated against for making a complaint.

We looked at the provider’s complaints policy and procedure. The complaints policy gave staff clear instructions on how to respond to someone making a complaint and how the provider would deal with any issues arising from the complaint. The provider may find it useful to note that we saw that the complaint procedure was not available in an easy to read format for the people who used the service. We noted that a range of information about making complaints was not available on notice boards that could be easily accessed by staff and visitors. This meant that people who used the service were not provided with accessible information.

People's complaints were taken seriously and acted on. We saw that complaints were well documented with relevant details, for example in relation to dates, the people involved and a description of the complaint. The manager told us that all complaints were treated as important and followed up in accordance with the home's procedure.

The staff we spoke with told us that they were aware of the complaints policy and procedure as well as the whistle blowing policy. Staff we spoke with knew what to do if someone approached them with a concern or complaint and had confidence that the manager would take any complaint seriously. A member of staff said, “I am aware of the complaints policy and procedure. I have read it. If I have any problems, I will go to the senior staff on shift first before going to the manager”. Another member of staff said, “I am aware of the whistle blowing policy”. This meant that the provider made sure that staff were aware of the complaint’s procedure and encouraged them to raise concerns, if needed.

Staff told us that they would assist people who used the service to complain if they wished. A member of staff said, “I listen to them and encourage them to raise concerns in residents’ meetings”. This meant that staff understood the company’s complaints procedure for people who used the service and supported them to raise concerns whenever required.

The home maintained a complaints log. We saw that the home had not received any complaints in 2013.