Complaints and protection

 

CSCI Key Inspection Report

 

These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them:

 

If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations.

 

People’s legal rights are protected, including being able to vote in elections.

 

 

This is what people staying in this care home experience:

 

Judgement:

 

People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service.

 

The home's procedures for complaints and safeguarding adults are effective so that the concerns of people who live at Stone House are listened to and they are protected from abuse or harm.

 

Evidence:

 

We looked at staff files during our visit and these showed that staff have completed training on safeguarding adults. The manager confirmed this and showed that she was aware of the policies, procedures and guidance of safeguarding. There were also policies available at the home on restraint, disruptive and challenging behaviour and whistle blowing. Two referrals had been made by the home under safeguarding adults procedures since our last visit to the home. This shows that the staff at the home take appropriate action to make sure the people living at Stone House are protected from possible abuse.

 

The complaints procedure for the home was satisfactory and contained details of how to contact us. We have not received any formal complaints about this home since our last inspection there. One anonymous concern had been received and the issues raised were looked at during this visit; no evidence could be found to show this concern was correct. The home had not received any complaints over the last year. A complaints file was available for people who live in the home and staff members. A copy of the complaints procedure is also in the brochure and on the noticeboard within the home.

 

People who live at Stone House said they would speak to the staff or manager if they had any problems. One person told us, "I know who to make a complaint to but I have never had to do so".

 

 

Read about 'Environment'