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Archived: Claremont Hospital

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Inspection report

Date of Inspection: 15 February 2011
Date of Publication: 4 March 2011
Inspection Report published 4 March 2011 PDF

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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

We found evidence that comments and complaints were listened to and acted on effectively. No gaps in assurance or areas of concern were identified during the assessment of this outcome for this location.

User experience

It was not possible to gain the direct views of people who use the service for this outcome.

Other evidence

The provider declared compliance with this outcome at this location at registration with CQC October 2010.

As part of the assessment of this location the provider submitted a 'provider compliance assessment' record for this outcome. The hospital set out information, which explained how this outcome was being met, with references to supporting evidence. The hospital also voluntarily provided additional supporting evidence to demonstrate compliance with this outcome. The annual complaints report 2010 was provided. This showed that complaints are evaluated and compared to identify themes and trends. The report also gave a number of completed actions taken to improve the quality of service provision as a result of complaints being made. The average number of complaints made monthly in comparison with activity levels appears relatively low.

We have no information that suggests there are areas of non compliance with this outcome.