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Archived: The Hospital Group - Manchester Clinic

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Inspection report

Date of Inspection: 19 November 2012
Date of Publication: 18 December 2012
Inspection Report published 18 December 2012 PDF | 79.65 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 19 November 2012 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 had a complaints policy in place which outlined the process for reporting and investigating complaints. The policy included contact details for the organisations’ headquarters and for external agencies such as the Care Quality Commission (CQC) and the Independent Sector Complaints Advisory Service (ISCAS).

People who use the service were given information on how to raise complaints through information leaflets given to them when they first started to use the service.

The complaints policy stated that if a complaint was received, it would be acknowledged within two working days and investigated and responded to within 25 working days. The provider had received 27 formal complaints during the last 12 months.

We looked at the records for two complaints received during May and July 2012. These showed that the complaints had been documented and investigations and responses to the complaints were carried out within the specified timelines.

The Clinic Manager was responsible for overseeing complaints and also reported complaints received to the providers’ head office through an electronic database. The Dietitian told us that the head of clinical services was responsible for analysing complaints data and for checking that complaints were being managed in accordance with the providers’ internal procedures.