HMP Thameside

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked at 1 quality statement in this key question. The provider had not made sufficient progress to address the regulatory breaches found at our previous inspection.

Complaints were not managed in line with the provider’s policy. There was insufficient information recorded to manage and report on complaints effectively and some complaints were closed without a response being sent to the patient.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

The complaints system was not effective. Staff did not always record sufficient information about the progress of the complaint and complaints were not consistently responded to.

At the last inspection we found patient complaints were frequently logged as a concern when they were in fact a formal complaint. During this assessment we found complaints were correctly recorded, however, the complaint system was not being managed effectively. We reviewed the spreadsheet used to manage patient complaints as well as a sample of responses sent out. We found staff had not consistently recorded relevant information to establish what stage each complaint was at. We also found there was pertinent information missing which could not be located and some complaints had been closed without a response being provided to the complainant. This meant that limited improvement activity could take place as a result of complaints and individual patients may not have their concerns addressed.

The judgement for Equity in access is based on the latest evidence we assessed for the Responsive key question.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.

The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.