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Sk:n - Manchester Albert Square

All reports

Inspection report

Date of Inspection: 11 September 2013
Date of Publication: 8 October 2013
Inspection Report published 08 October 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 11 September 2013, 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

A procedure was in place for dealing with complaints. The manager told us the organisation viewed complaints very seriously and was focused on ensuring people’s experience of treatments was positive. People who used the service were given a copy of the clinic's complaint procedure during their consultation so they knew what to do if they were unhappy with their treatments. All of the people we spoke with said they were aware of the clinic’s complaint procedure. An electronic record of complaints received was kept. We looked at three complaint records. Information recorded indicated that the complaints had been investigated and the complainant responded to appropriately. Complaints were audited for trends and patterns. This meant the provider could identify recurring issues and adapt the clinic’s practices where improvements were needed. People who used the service completed a ‘progress review’ form during or after their treatment with their practitioner. This gave them an opportunity to comment on their treatments and discuss any concerns.