12 February 2014
During an inspection looking at part of the service
One person commented, 'I have a booklet with contact details if I want to make a complaint. However, I have not had to make one.' Another person said, 'If I needed to complain I would send an email to the office. People told us they could provide feedback when they wanted to. We saw completed communication records in response to positive and negative feedback received. These showed resolutions put in place to address them. For example, one person gave positive feedback about the staff member who cared for them. We saw a record showed the information was relayed to the staff member. This showed the service gathered, analysed and acted upon the feedback received from people who used the service.