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Archived: FMC Marketing Limited - Shepherds Bush Green

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Inspection report

Date of Inspection: 22 March 2013
Date of Publication: 5 April 2013
Inspection Report published 5 April 2013 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 22 March 2013, talked with staff and reviewed information we asked the provider to send to us.

We also looked at the results of recent patient feedback.

Our judgement

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system. This was provided in a format that met their needs. Information on how to complain could be provided by staff and there were also details in the service's 'Patient Guide'. This guide also contained information on how people could make comments about the service. When complaints were received they were reviewed and investigated by senior staff at the provider who would seek to resolve them. Complainants would then be informed of the outcome. Reviews would also take place to see if improvements to the services provided could be made.

We asked for and received a summary of complaints people had made and the provider's response. This indicated that most complaints were resolved and responded to within a number of days. At the time of the inspection, no serious complaints had recently been received.