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Archived: The Norfolk Hospice

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All reports

Inspection report

Date of Inspection: 14 February 2013
Date of Publication: 13 March 2013
Inspection Report published 13 March 2013 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 February 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service and 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 were made aware of the complaints system and this was provided in a format that met their needs. We were told of one person who needed an audio tape with all their required information on. This had been produced and was ready for the person to listen to as and when they chose, supporting their independence as well as providing essential information.

We found there was clear information available for people to take away if they had any complaints. This information was also on display, to inform people who to speak with should they wish to discuss any matters. People we spoke with told us they felt they could discuss any worries or concerns with staff. They told us that staff were very good and they were comfortable using the service.

We looked at records relating to complaints and saw that these had information covering the actions and outcomes for complaints. There were clear time scales for the follow up of any issues, which informed the person how long they had to wait for a conclusion. Additional information was provided if people wished to take their concern to another organisation. The lessons learnt from any complaints were considered and then measures were put into place to minimise a recurrence.

Records also showed if the person concerned was satisfied with the outcome or not. We noted that the last concern the service had received was raised some years ago. We were told that this was because people discussed any issues with staff immediately before things needed to be dealt with formally. Conversations took place regularly regarding how people felt or if they had any worries at all, supporting the well being of people and giving an opportunity for things to be discussed.