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Archived: Blackberry Orthopaedic & Sports Clinic

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Inspection report

Date of Inspection: 20 November 2012
Date of Publication: 13 December 2012
Inspection Report published 13 December 2012 PDF | 77.46 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 November 2012, 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

The provider took account of complaints and comments to improve the service. We saw that a copy of the complaints procedure was displayed in the reception area of the clinic. We also saw that the manager had information recorded about their complaints procedure in their statement of purpose document. This was so people using the service knew how to make a complaint if they needed to.

We looked at a recent complaint that had been made to the clinic. We found that the manager had investigated the concerns raised by the complainant and had responded to them with the details of the action they had taken. We also saw that the manager had made several attempts to resolve the complaint with the complainant. This was so people who use services were given a satisfactory outcome to their complaint.