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 assessed 1 quality statement from this key question. We found improvements to the oversight and management of complaints had been made.

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.

During our last inspection we found 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. During this inspection we found improvements had been made.

The provider had implemented a robust system to gather, investigate and respond to complaints. We viewed 10 examples of recent complaints and found they had all been acted upon appropriately.

People we spoke with knew how to make a complaint and were able to access the appropriate forms easily.

Complaints received by the provider were allocated to appropriate members of staff in good time. Staff completed investigations diligently and within timescales. Investigations we reviewed were comprehensive.

Following investigations, people were sent a letter outlining the findings and the outcome of the complaint. Responses we reviewed were polite, resolved all matters and included escalation options.

Where lessons had been learned following complaints, the provider ensured systems were in place to embed learning and make improvements.

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.