Back to Clinton House Nursing Home

Upheld complaints

Clinton House Nursing Home

Last updated 14 Jun 2026

Cases

Category of complaint

Date

Healthcare > Inadequate healthcare or healthcare treatment

25 May 2021
Areas for improvement

1. To ensure people experiencing care can have confidence their health care needs are met, the service provider should liaise regularly with medical professionals, in particular, in response to changes to health care needs of people experiencing care.

This is in order to comply with:

Health and Social Care Standard 1.13: I am assessed by a qualified person, who involves other people and professionals as required.

Wellbeing > Other

25 May 2021
Areas for improvement

1. The service provider should ensure they are adhering to advice issued by health professionals and they should liaise to ensure any instructions are followed up about their effectiveness. This includes, but is not limited to, guidance from Physiotherapy and Speech and Language Therapy.

This is in order to comply with:

Health and Social Care Standard 3.19: My care and support is consistent and stable because people work together well.

Communication > Between staff and service users/relatives/carers

25 May 2021
Areas for improvement

1. To ensure people can have confidence in the care service, the service provider should ensure they adhere to their own complaints policy/procedure when responding to issues raised with them. In order to do this the provider must ensure: - all complaints are logged and acknowledged upon receipt - complainants receive a copy of the complaints' procedure where requested - effective communication with complainants to ensure understanding of the issues for investigation - all complaints are fully investigated and the outcome of the investigation is sent to the complainant.

This is in order to comply with:

Health and Social Care Standard 4.4: I receive an apology if things go wrong with my care and support or my human rights are not respected, and the organisation takes responsibility for its actions.

Wellbeing > Other

25 May 2021
Areas for improvement

1. An area for improvement has been made against complaint header 1 which includes this complaint.

This is in order to comply with:

Health and Social Care Standard 4.15: I experience stability in my care and support from people who know my needs, choices and wishes, even if there are changes in the service or organisation.

Healthcare > Inadequate healthcare or healthcare treatment

25 May 2021
Areas for improvement

1. An area for improvement has been made against complaint header 1 which includes this complaint.

This is in order to comply with:

Health and Social Care Standard 1.24: Any treatment or intervention that I experience is safe and effective.

Staff > Training / qualifications

25 May 2021
Areas for improvement

1. In order to ensure that people experiencing care have their needs safely met by staff who have the necessary skills and competencies, the service provider should ensure that staff experience training and refresher training when required.

This is in order to comply with:

Health and Social Care Standard 3.14: I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes.

Communication > Between staff and service users/relatives/carers

25 May 2021
Areas for improvement

1. The service provider should ensure that residents and relatives rights are protected. Communication systems must be improved to ensure that important and required information is shared with relatives, as appropriate to individual resident's needs, preferences and legal status.

This is in order to comply with:

Health and Social Care Standard 4.23: I use a service and organisation that are well led and managed.