Daleside Nursing Home

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We assessed 1 quality statement in the responsive key question and found an area of concern. The score for this area has been combined with scores based on the rating from the last inspection, which was good. We have not reassessed enough quality statements under this key question to change the overall rating. Our rating for the key question remains good. Systems were in place for people to share feedback about the service which included raising a complaint. However, consistently people told us they did not feel listened to or their concerns were being appropriately addressed.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Some family members told us they had raised several complaints with the registered manager but had never received a response. One family member said, “We have raised several complaints via email but never received a response.” Another said, “Complaints and concerns raised to the manager, but we struggle to communicate as [they] never call back and is always in meetings.” People told us they knew who to complain to. We were told, “I would press the call button and speak to the manager” and, “I just speak to any of the girls. I can speak to [the registered manager] if I need to, but [they are] very busy I don’t normally see [them].”

Staff were able to explain what they would do if a person wanted to make a complaint.

Systems to record and monitor complaints were in place, however, records were inconsistent. Despite family members telling us they had raised several complaints; we could only review two which had been recorded as a formal complaint. We discussed this with the regional manager who confirmed these were the only formal records available. The records we reviewed demonstrated they had been addressed appropriately and in line with the providers policy.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.