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Archived: Laserase Croydon

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Inspection report

Date of Inspection: 30 January 2014
Date of Publication: 4 March 2014
Inspection Report published 04 March 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 30 January 2014, observed how people were being cared for and talked with staff. We 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

People were made aware of the complaints system. This was provided in a format that met their needs. The clinic had not received any formal complaints since our last inspection. We spoke with the registered manager who informed us that staff were focussed on ensuring patients received a high quality of service and encouraged people to make comments on all aspects of the service from initial consultation to their last treatment. The registered manager informed us that people were encouraged to give feedback about the service either through there feedback questionnaire or via their website. People had their comments listened to and acted on to their satisfaction.

The service had clear policies and procedures in place for dealing with complaints and a whistle blowing policy that all staff members had been made aware of.