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Inspection report

Date of Inspection: 14 February 2014
Date of Publication: 12 March 2014
Inspection Report published 12 March 2014 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 14 February 2014, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system. There was a complaints procedure available which was clearly displayed in the waiting area. This described the procedure that would be followed to deal with informal and formal complaints. The procedure gave a timescale for acknowledging, investigating and responding to any complaints.

We saw that any complaints received had been fully documented along with the outcome and whether or not the complainant was satisfied. These showed that each complaint was looked into and responded to appropriately. Where possible, complaints were resolved to the satisfaction of the person making the complaint.

The manager took account of any complaints they had received to try and improve their service. There was a section on each complaints form to identify any action required to reduce the likelihood of such a complaint being made in the future. We saw that these had been completed. This meant people who used the service could be confident any concerns or complaints would be dealt with appropriately.