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Inspection report

Date of Inspection: 25 November 2013
Date of Publication: 11 January 2014
Inspection Report published 11 January 2014 PDF | 73.9 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 25 November 2013, 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 provider had a complaints' policy which covered all relevant areas. This included explaining that complaints were seen as part of a learning process. Mediation services were offered as was a right of appeal.

The care home's manager told us that there had been no formal complaints made by people who used the service or their relatives. We found that information on complaints was available to people who used the service in an easy to read pictographic format. Independent advocates were available to assist people if they had any concerns or to take them through the complaints' process.

People were able to raise any concerns at meetings attended by people who use the service, advocates and staff. We reviewed the minutes of a meeting which took place in November 2013. At this meeting people who used the service said that information should be provided in a format they could all understand. In response to this staff ordered a large notice board to be used to hold information in an easy read format.

We also saw the results of a survey which had been used to gather any concerns which people who used the service might have. These results were collated into an action plan with actions taken and the date when these actions were completed. The actions taken included informing staff through supervision and team meetings to always speak to people in a correct way, and tell people who used the service if they were going to be late.

We spoke with a care worker who told us that if a person had any complaints or concerns they would bring them to the attention of the person in charge.

We also spoke with a person who used the service who told us they had no concerns and liked the service that was provided. However, they did say they knew who to talk to if they had any concerns.