You are here

Eastleigh Care Homes - Minehead Limited Good

All reports

Inspection report

Date of Inspection: 20 August 2014
Date of Publication: 16 October 2014
Inspection Report published 16 October 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 20 August 2014, 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

There was an effective complaints system available and complaints people made were responded to appropriately.

Reasons for our judgement

People knew how to make a complaint. The complaints procedure was displayed throughout the home and had been discussed at a recent service users meeting. The manager recorded minor concerns expressed in the home to look for “patterns and trends.” They told us they hoped this would enable issues to be addressed promptly before they escalated into a formal complaint.

People we asked said they would be comfortable to make a complaint and felt their concerns would be responded to. One person told us, “I did make a complaint and it was dealt with. Someone came to see me to make sure I was happy with the outcome.” A relative spoke with us about the prompt action taken in the home when they had asked questions about their family member’s care.

We saw any complaints made were recorded and it was clear what action had been taken. This meant the provider had an effective complaints system people felt able to access