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The Care Quality Commission checks whether hospitals, care homes and care services are meeting government standards. Visit our website at www.cqc.org.uk.

Whorlton Hall

  • Whorlton Village, Barnard Castle, County Durham, DL12 8XQ

Type of service
Mental health, learning disability or substance misuse hospital service

Specialisms/services
Accommodation for persons who require nursing or personal care, Assessment or medical treatment for persons detained under the Mental Health Act 1983, Diagnostic and/or screening services, Learning disabilities, Mental health conditions, Treatment of disease, disorder or injury, Caring for adults under 65 yrs, Caring for people whose rights are restricted under the Mental Health Act

Local Authority Area
Durham

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People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

Our latest report on this standard published on 11 October 2012

We inspected on 18 and 20 September 2012 during a routine inspection

We checked that people who use this service:

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 18 September 2012 and 20 September 2012, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system available.Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People’s complaints were fully investigated and resolved where possible to their satisfaction.

We saw there was a complaints procedure. We also saw there was information about how to complain displayed around the building. Staff we spoke with told us they knew what to do should a person raise a complaint with them. In these ways we saw people were given information so they knew what to do if they were unhappy about the care provided.

The provider kept a record of the complaints they had received. We saw they kept a detailed record of the investigation carried out as well as details of the outcome. We also saw the provider kept a copy of the letters sent to people to tell them about the outcome of the investigation and any action taken. During our visit a service user raised concerns about a recent incident. We saw staff listen to their concerns and respond appropriately by carrying out an investigation. These measures showed people’s comments and complaints were listened to and acted upon.

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