You are here

Archived: Farnham Dialysis Unit

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 8 January 2014
Date of Publication: 8 February 2014
Inspection Report published 08 February 2014 PDF | 85.93 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 8 January 2014, 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. This was provided in a format that met their needs.

We spoke with one person who told us they had never had to make a complaint. However, they all said, “I feel certain that any concerns raised would be listened to and dealt with to my satisfaction”.

We observed the service had a complaints log in place with complaints received recorded. We were told by a person who used the service that they received information about making a complaint in their welcome pack – information book for patients and their families. We reviewed a copy of this pack.

We noted that the service’s complaints policy and guidelines contained the correct information relating to the Care Quality Commission (CQC), regarding individual complaints. We saw information was provided if people were not satisfied with the outcome of the complaints they made. Guidance to suitable contacts for organisations which dealt with such matters was included.

This meant the service had systems in place to deal with complaints including providing people with information about the complaints procedures.

The registered manager told us, “We have received seventeen complaints since the last inspection”. We saw that the complaints were documented and had been resolved to the satisfaction of the complainant. Referrals had been made to the correct agency; for example, transport manager and or social services. The registered manager said, “The service encouraged and support a culture of openness where individuals can feel confident that their complaints or concerns will be listened to and acted upon”.

This meant that people could be sure their complaints are listened to and acted upon effectively because the provider is responsive to people’s needs.