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St Luke's Hospice Outstanding

We have edited the inspection report for St Luke's Hospice from 12 January 2017 in order to remove some text which should not have been included in this report. This has not affected the rating given to this service.
All reports

Inspection report

Date of Inspection: 7 June 2012
Date of Publication: 20 June 2012
Inspection Report published 20 June 2012 PDF

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

Meeting this standard

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

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately. The provider was meeting this standard.

User experience

We spoke to people using the services who told us they were aware of how to make a complaint.

Other evidence

People were given support by the provider to make to make a comment or complaint where they needed assistance. A complements, comments and complaints procedure was available and had recently been reviewed by the provider. People were made aware of how to make a comment or complaint via the hospice’s information leaflets.

The deputy chief executive talked though the last 12 month’s quarterly complements, comments and complaints reports. Five formal complaints had been made over the previous 12 months and we were able see how three related complaints regarding a buffet lunch had lead to service improvements. This showed people’s views were listened to, investigated and acted on.