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Inspection report

Date of Inspection: 18 February 2014
Date of Publication: 6 March 2014
Inspection Report published 06 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 18 February 2014, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. The policy included contact details for the people to report concerns within the service or to external agencies. The complaints policy stated the timelines that would be followed if a complaint was received including the investigation and response timelines.

We saw standardised records and forms in place for staff to document any complaints raised, including what actions to take to address any issues raised. The practice manager was the named person who would oversee all formal complaints. Details on how to make a complaint were displayed in the waiting room area.

No formal complaints had been received in the previous 12 months.