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Upheld complaints

Belleaire House

Last updated 14 Oct 2026

Cases

Category of complaint

Date

Protection of people > Adults

27 Feb 2024
Areas for improvement

1. Staff should ensure that they review, plan, and develop support strategies in response to incidents, in particular when these incidents cause distress to the individuals involved. All learning, planning and practice development should be clearly evidenced in each individual's care plan and risk assessments.

This is in order to comply with:

Health and Social Care Standard 1.19: My care and support meets my needs and is right for me.

Protection of people > Adults

27 Feb 2024

Protection of people > Adults

27 Feb 2024
Areas for improvement

1. Any AP1 referral forms should be completed with all relevant information included, this is to ensure that social work services have a clear and accurate picture of the risks posed to any individual. Any requests for action should be followed up and be consistent.

This is in order to comply with:

Health and Social Care Standard 3.20: I am protected from harm, neglect, abuse, bullying and exploitation by people who have a clear understanding of their responsibilities.

Record keeping > Other

27 Feb 2024

Communication > Between staff and service users/relatives/carers

27 Feb 2024
Areas for improvement

1. When a serious incident occurs in the service, management should make contact with relatives and/or representatives as soon as possible to enable discussion and reassurances. All conversations should be recorded for reference.

This is in order to comply with:

Health and Social Care Standard 2.12: If I am unable to make my own decisions at any time, the views of those who know my wishes, such as my carer, independent advocate, formal or informal representative, are sought and taken into account.

Communication > Between staff and service users/relatives/carers

27 Feb 2024
Areas for improvement

1. Staff should be refreshed on the company complaints procedure and how to respond when someone raises concerns. A copy of the complaints procedure should be offered to people raising concerns to ensure they are fully aware of the processes in place and what they can do to resolve any issues they have with the service. If not clear, staff should confirm if someone is wishing to make a complaint and what type i.e. informal or formal.

This is in order to comply with:

Health and Social Care Standard 4.20: I know how, and can be helped, to make a complaint or raise a concern about my care and support.