The business and care manager advises there have been no complaint investigations by the Ministry of Health, Health and Disability Commissioner, District Health Board, Accident Compensation Corporation (ACC) or Coroner since the previous audit at this facility. Complaints policies and procedures are compliant with Right 10 of the Code. Systems are in place to ensure residents and their family are advised on entry to the facility of the complaint processes and the Code. Residents (four hospital and four rest home) and family (one hospital and one rest home) interviewed demonstrate an understanding and awareness of these processes. Resident meetings are held two monthly and residents are able to raise any issues they have during these meetings and this is confirmed during interview of residents and review of meeting minutes. A visual inspection of the facility provides evidence that the complaint process is readily accessible and/or displayed. Review of quality and staff meeting minutes and the business and care manger’s monthly reports provides evidence of reporting of complaints to the governing body and staff. Care staff interviewed confirm this information is reported to them via their staff meetings and that graphs of this data is displayed on the noticeboard in the staff room. The district health board contract requirements are met. Criterion 1.1.13.1 (HDS(C)S.2008:1.1.13.1) The service has an easily accessed, responsive, and fair complaints process, which is documented and complies with Right 10 of the Code. Attainment and Risk: FA Evidence: Finding: Corrective Action: Timeframe (days): (e.g. for 1 week choose 7, for 1 month choose 30, for 6 months choose 180, etc.) Criterion 1.1.13.3 (HDS(C)S.2008:1.1.13.3) An up-to-date complaints register is maintained that includes all complaints, dates, and actions taken. Attainment and Risk: FA Evidence: Finding:
The business and care manager advises there have been no complaint investigations by the Ministry of Health, Health and Disability Commissioner, District Health Board, Accident Compensation Corporation (ACC) or Coroner since the previous audit at this facility. Complaints policies and procedures are compliant with Right 10 of the Code. Systems are in place to ensure residents and their family are advised on entry to the facility of the complaint processes and the Code. Residents (four hospital and four rest home) and family (one hospital and one rest home) interviewed demonstrate an understanding and awareness of these processes. Resident meetings are held two monthly and residents are able to raise any issues they have during these meetings and this is confirmed during interview of residents and review of meeting minutes. A visual inspection of the facility provides evidence that the complaint process is readily accessible and/or displayed. Review of quality and staff meeting minutes and the business and care manger’s monthly reports provides evidence of reporting of complaints to the governing body and staff. Care staff interviewed confirm this information is reported to them via their staff meetings and that graphs of this data is displayed on the noticeboard in the staff room. The district health board contract requirements are met. Criterion 1.1.13.1 (HDS(C)S.2008:1.1.13.1) The service has an easily accessed, responsive, and fair complaints process, which is documented and complies with Right 10 of the Code. Attainment and Risk: FA Evidence: Finding: Corrective Action: Timeframe (days): (e.g. for 1 week choose 7, for 1 month choose 30, for 6 months choose 180, etc.) Criterion 1.1.13.3 (HDS(C)S.2008:1.1.13.3) An up-to-date complaints register is maintained that includes all complaints, dates, and actions taken. Attainment and Risk: FA Evidence: Finding:
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