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Inspection report

Date of Inspection: 29, 31 May 2013
Date of Publication: 29 June 2013
Inspection Report published 29 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 29 May 2013 and 31 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 people who use the service, talked with staff, were accompanied by a pharmacist and reviewed information sent to us by other authorities. We talked with other authorities.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

When we spoke with people who were using the service they told us they would feel confident raising concerns and knew there was a complaints system through which they could do this. One person told us “It is okay. I would tell them if I wasn’t happy.” Another person told us, “Yes, I’m sure I would have no problems complaining.”

People were made aware of the complaints system. This was provided in a format that met their needs. When we looked in people’s care plans information on how to complain was included. This information was provided to people when they arrived at Roden Court. It included information on the provider’s complaints process and also noted what people should do if they were not happy with the response they received.

When we spoke with staff they were able to explain to us that if someone came to them with a concern they would raise it with their manager.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We looked at the complaints file for the service. When a concern had been raised we saw that the provider had investigated this concern and provided a full response.