Portsdown View

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 told us they had opportunities to provide feedback about their care and felt listened to. Staff understood the complaints process and would resolve or report any concerns raised with them. The provider had a process in place to manage complaints effectively.

This service scored 11 (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 told us there were opportunities to provide feedback and raise any concerns, such as surveys, and residents and relatives meetings. People and relatives told us the management team were approachable and they felt able to raise concerns and share ideas and were confident any issues would be resolved. One person told us, “We have meetings about once a month. We can complain and the staff will do something about it.” A relative said, “I have no hesitation in raising concerns in the residents meetings, or if it was a personal issue with [my relative] I’d talk to staff as they arose.”

Staff understood the importance of listening to people if they had any concerns and reporting these to senior staff or managers. One staff member told us, “I will let them know how to raise a complaint or query and tell them about the open door policy and show them where the manager’s office is.” Other comments included, “I will speak to them and reassure them and take them to speak to the manager,” and “If someone made a complaint to me, I would report it.”

The provider had systems in place to receive, investigate and respond to complaints and concerns. We saw positive examples of how these had been handled and how people had been responded to. Regular feedback was sought from relatives, people and professionals about their experiences within the home and learning was shared with staff at regular meetings.

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.