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Douglas Macmillan Hospice Good

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Inspection report

Date of Inspection: 13 June 2013
Date of Publication: 12 July 2013
Inspection Report published 12 July 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 13 June 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

We reviewed the complaints procedure that was in place. This stated how people could complain, who they could complain to and when any complaint would be responded to.

People told us how they would complain if they were unhappy about their care. One person said, “It tells you in the booklets (provided by hospice) how to complain. I would complain if I needed to”. Another person said, “If I had a complaint, I wouldn’t hesitate in making a complaint”. This meant that people were made aware of the complaints procedure.

We spoke with one person who had recently complained. They told us that their complaint was responded to within the agreed timescale and that the service had communicated appropriately during the investigation into the complaint.

We reviewed how the provider responded to complaints and found that these were investigated and resolved appropriately with action plans in place to improve the service.