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Archived: Dimensions 6a Prospect Place

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Inspection report

Date of Inspection: 14 August 2013
Date of Publication: 17 September 2013
Inspection Report published 17 September 2013 PDF | 76.88 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 14 August 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

The provider had an effective complaints system available for people to make comments about the service provided.

Reasons for our judgement

The service manager told us that they were unaware of any complaints received about the service provided. We looked at the complaints records and saw that none were recorded. We saw a copy of the complaints procedure was available to people.

Staff we spoke with told us that they were not aware of any complaints made about the service provided. Staff told us that if anyone wished to make a complaint they would tell the manager.

We spoke with two relatives about complaints. Both told us that they had not needed to make a compliant as they were happy with the service provided. One person said that they would tell the manager who was: “Extremely good and on the ball” or their relative’s key worker of any concerns they had. The other relative said that they would discuss it: “With the keyworker or the manager but never had cause to do so. Long may it continue”.