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Princess Alice Hospice Outstanding

All reports

Inspection report

Date of Inspection: 9 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 carried out a visit on 9 December 2013, observed how people were being cared for, talked with people who use the service and talked with carers and / or family members. We 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

People were made aware of the complaints system. It was available to all people who used the service in a booklet.

We asked people if they knew how to make a complaint. Most said they knew. Those that told us they did not know said they would speak to the person in charge. One person told us “I would soon find out, it’s probably in the booklet. There is no reason to make a complaint as the service is absolutely fantastic.”

We saw that people who used the service were encouraged to complete comment forms regularly. The manager reviewed the information regularly and produced an action plan should shortfalls be identified.

We spoke to staff about their actions should they receive a complaint. One staff member told us they would try to resolve a small issue but they would always report the concern to a senior person. Another person told us “I would speak to the team leader and she could take the concern further if necessary. We give all patients a comment form when they have been here for three days to give us feedback. This allows them to tell us if we are getting things wrong.” All staff were aware of the complaints process, who to report to and how to let the people know what they would do with their concern. This showed us that the staff knew how the complaints process worked, and that it was their responsibility to bring the complaints process to the attention of the person who made a complaint.

We looked at the complaints and comments policy. It detailed timescales for responding to complaints and actions to be taken. We reviewed the complaints records and saw that the hospice had received 15 complaints this year. It should be noted that some of the complaints related to the retail outlets external to the hospice. We saw that each complaint had been dealt with as per the procedures. The response letters we saw gave a detailed explanation of what the investigation had found. This showed us that the provider responded appropriately to complaints.