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Inspection report

Date of Inspection: 20 March 2013
Date of Publication: 9 April 2013
Inspection Report published 9 April 2013 PDF | 89.05 KB

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 20 March 2013, talked with people who use the service and talked with carers and / or family members. 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

We saw the complaints policy, procedure and flowchart. Together they outlined how the hospice would respond to expressions of concern or complaint.

The ‘Your comments matter’ leaflet explained to people how they could comment on the service they received or complain. It gave a definition of complaint and stated the commitment of the hospice to improve services. It outlined the procedure for making complaints and the response people could expect. It also listed contact details for relevant organisations.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. Seven complaints had been investigated by the chief executive in the last year. These were mostly related to the organisation other activities such as fund raising. Only one was directly related to the care service. It had been investigated, deemed unfounded as there was evidence to show that the service provided had exceeded what was requested. The chief executive had responded to the complainant and received an amicable reply.

Complaints were considered by the clinical governance group at its meeting held every two months. The chief executive told us they would be presenting a summary of the year’s complaints at the board meeting that evening.

There were comments boxes in the hospice. We saw a comment that had been posted. It read “You are wonderful as you are, please don’t change. I don’t know what me and my husband would have done without you”.

The chief executive showed us the new form that had been designed to gain feedback. It was based on the NHS ‘Friends and Family Test’ and provided a “mechanism to identify both good and bad performance and encourage improvements where services do not live up to expectations”. The form asked one question “How likely are you to recommend our service to friends and family if they needed similar care or treatment?” People who completed the form were asked to indicate whether they would or not and how likely or unlikely it would be.

We saw letters and cards displayed around the hospice. We read some of the comments people had made about the service provided. They included “Thanks you so much for helping my mum through her illness, she loved her ‘pamper days’. You gave her peace, comfort and time to talk which is a wonderful gift. My mum was the best and deserved the best”.