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Archived: Sheffield Dialysis Unit

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Inspection report

Date of Inspection: 23 January 2013
Date of Publication: 1 February 2013
Inspection Report published 1 February 2013 PDF | 81.26 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 23 January 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

People who used the service and those acting on their behalf can be confident that their comments and complaints are listened to and dealt with effectively.

Reasons for our judgement

We saw that there was a procedure in place to deal with complaints. We also saw that a patient suggestion box and complaint's leaflet was displayed in the reception area. The leaflet explained how people could make a suggestion, a comment, a compliment or make a complaint. The leaflet stated that any person could make a complaint including a patient, carer, relative or parent and that complaints would be treated confidentially. We saw that the leaflet did not provide people with a timescale on which to expect a response other than it would be dealt with "quickly". The leaflet gave details of different ways that they could make a complaint which included asking a staff member to write down the complaint or writing to the managing director. Within the leaflet there was a freepost section in the form which people could complete and post. There was also a list of key contacts within the Fresenius organisation for people to contact.

We also looked at the services complaint's log on the computer system. We saw there was a process in place to record complaints. The provider may find it useful to note there was no section within the log where the outcome was recorded. This would indicate if people were satisfied with the investigation and the action taken as a result of their complaint. We also reviewed one of the complaints made about the inner access door to the dialysis unit and we saw that the service had responded and taken action in response to the complaint.

All the patients we spoke with told us that if they had any concerns they would speak to staff. Their comments included: "Talk to the nurse if I had any concerns." "Any concerns I would speak to staff."

All the staff we spoke with were able to describe how they would deal with a complaint and the various ways people could comment about the service. They also told us that people were encouraged to raise any concerns to staff or ask for an appointment to see a doctor if they wished to do so.