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This service was previously managed by a different provider - see old profile

All reports

Inspection report

Date of Inspection: 7 November 2012
Date of Publication: 8 December 2012
Inspection Report published 8 December 2012 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 7 November 2012, observed how people were being cared for and talked with people who use the service. We 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

We found that Darley Court had a system to act appropriately when any complaint about the service was received.

The deputy manager had been appointed as the complaints lead and took responsibility for the recording of any complaints, both formal and informal. She explained, “I always speak with the patient or relative and try to sort things out on an informal level first. Usually there is a misunderstanding and we can get issues resolved”.

Any issue raised by patients, relatives or visitors were documented and it was confirmed if the complainant had been asked if they wanted to use the formal complaint system, if they were still dissatisfied. The provider may wish to note that when recording complaints the date of receiving the complaint, the date of acknowledgement and date resolved should be documented in order to demonstrate that complaints are investigated, recorded and closed within the required timescales.

We spoke with staff who said:” Its very difficult to try to please everyone, no one likes it when patients or families feel they have to complain”, “ We try to speak with anyone who raises anything as this avoids a lot of upset, you have to say sorry when things go wrong”.

We saw that information on how to make complaints about the service was available to patients and relatives.

The manager explained that when a complaint is raised this is discussed with the staff involved initially and then with the rest of the staff, in order to try to avoid the same thing happening again.