You are here

All reports

Inspection report

Date of Inspection: 25 January 2012
Date of Publication: 24 February 2012
Inspection Report published 24 February 2012 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

Our judgement

Patients felt able to raise issues of concern with staff when they needed to and were confident they would be taken seriously. Learning had taken place and changes made in service delivery in response to complaints.

Overall, we found that BMI The Garden Hospital was meeting this essential standard.

User experience

Patients we spoke with told us they knew how to complain if they had a concern and were confident they would be listened to by staff.

We saw complaints leaflets on display in the out-patients reception and waiting area as well as on the ward.

Other evidence

The provider monitored complaints on a quarterly basis. Information was analysed and used to identify trends and to learn from experience. Complaints were discussed at the quarterly Medical Advisory Committee meetings.

Quarterly Clinical Governance reports from 2011 identified a number of examples of changes made in services and practice in response to complaints. The registered manager provided us with an example of a complaint and the detailed investigation that subsequently had taken place. Learning from the complaint had been identified and changes in practice made.