Sherwood Grange

On this page

• 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

People and relatives felt able to speak up and raise any concerns they may have. They felt they would be listened to by staff and the management team. Staff felt able to challenge poor practice if they observed any. There was a clear complaints process in place and action was taken to address individual concerns, and any wider organisational concerns.

This service scored 75 (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.

People felt confident to raise their concerns should they have any and their complaints were dealt with as necessary. Comments included, “I have no reservations about saying what I think”, “I would feel confident but, I haven’t needed to” and “I had a concern, and it was dealt with effectively.”

Staff told us they felt confident to challenge poor practice and would raise any concerns they observed. The management team had a clear understanding of the complaints procedure and the actions they had to take when information of concern was communicated to them.

A complaints policy was in place which informed people about how to make a complaint and how to escalate their concerns should they not be satisfied with how the provider handled their concerns. The management team reviewed all complaints received to identify immediate action required to address the concern, as well as ongoing themes and trends across all complaints to address any underlying issues at the service.

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.