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Inspection report

Date of Inspection: 19 October 2012
Date of Publication: 15 November 2012
Inspection Report published 15 November 2012 PDF | 82.54 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, reviewed information sent to us by other organisations, carried out a visit on 19 October 2012 and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and talked with stakeholders.

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 saw evidence that people’s views were listened to and complaints were dealt with swiftly.

We saw evidence that regular meetings were held with people who used the service, relatives or advocates and people were able to raise concerns or issues. People who used the service were given information about the complaints procedure and this was presented in an easy read or pictorial format.

We looked at the complaints log and saw that each one had been investigated and the outcome relayed to the complainant. This showed us that the service listened to complaints, investigated them and took appropriate action where necessary.