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Inspection report

Date of Inspection: 10 December 2013
Date of Publication: 8 January 2014
Inspection Report published 08 January 2014 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 10 December 2013, observed how people were being cared for and talked with people who use the service. We talked with staff and reviewed information given to us by the provider.

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 complaints policy and procedure in place. The complaints processes included defined timescales for the acknowledgement, investigation and formal response of complaints. The processes also included a three stage process which included local investigation and resolution, followed by a provider review if patients were not happy with the local response and finally involvement of external agencies such as the ombudsman. Patients were made aware of how to make a comment or complaint via information leaflets available within the hospital. This meant patients were given support by the provider to make to make a comment or complaint where they needed assistance.

The director of clinical services and director of operations were able to give examples of how previous complaints had been handled at the hospital. We talked with a hospital administrator who was the nominated lead for the handling and coordination of complaints on behalf of the executive director. The administrator talked through the last three monthly complaints logs. We saw that the vast majority of these complaints had been resolved promptly and within expected timescales. The hospital averaged around 10 complaints per month of which a greater percentage were related to private health fees rather than complaints about care. The number of monthly complaints was very low in comparison with the average number of monthly in-patient and out-patient episodes (admissions and attendances) at the hospital. We were told by the senior management team that the numbers of complaints had significantly reduced over the last 12 months which demonstrated that the quality of care and patient satisfaction levels had significantly improved.