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Inspection report

Date of Inspection: 8 August 2013
Date of Publication: 6 September 2013
Inspection Report published 06 September 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 8 August 2013, 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. Comments and complaints people made had been responded to appropriately.

Reasons for our judgement

We saw that the provider had put a complaints policy and procedure in place. Information and guidance had also been included in ‘service user guides’ to help people understand how to make a complaint and the methods used to resolve it.

Everyone we spoke with during our inspection told us they knew how to make a complaint but had never had reason to do so. A relative told us, “Any gripes and groans that we’ve had, like missing laundry, have been quickly sorted out.”

We looked at the complaint file and saw that concerns raised by people who lived at the home, and family members, had been dealt with effectively. Complaints had been properly recorded, investigated by the provider and resolved to the satisfaction of all parties.

Records we looked at also showed that the provider had regularly sought feedback from people who lived at the home, their relatives and healthcare professionals by sending out surveys to obtain their views, comments and suggestions for improvement.

This meant that people were supported to make complaints if the need arose and had been encouraged to provide feedback about the services provided.