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Inspection report

Date of Inspection: 12 June 2013
Date of Publication: 20 July 2013
Inspection Report published 20 July 2013 PDF | 78.54 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 12 June 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We spoke with one or more advocates for people who use services, talked with people who use the service and 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

The Trust had systems in place to monitor all concerns and complaints received and people's comments and complaints were listened to and acted on.

The Trust had a flexible complaints procedure to assist people who used the service and staff in making and dealing with suggestions and complaints. People who used the service were provided with a range information, materials and means by which to make a complaint. Comments, suggestions or complaints could be made verbally to members of the unit staff or a manager or Matron.

There was also a ‘service user representative’ within the unit, who provided confidential advice and support in addressing any concerns or comments about people's experience whilst at the Kevin White Unit. One person we spoke with commented “, I’ve never had any problems here, but if anything is bothering you the staff will always listen. I’ve no complaints”.

People currently living on the unit told us they felt that staff were approachable and that they felt comfortable to raise any concerns or comments they had. Information on how to make a compliant was displayed throughout the communal areas of the unit. For example we saw complaints information on notice boards in the main reception and in the main lounge area.