You are here

All reports

Inspection report

Date of Inspection: 11 April 2013
Date of Publication: 1 May 2013
Inspection Report published 1 May 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 looked at the personal care or treatment records of people who use the service, carried out a visit on 11 April 2013, 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

People were made aware of the complaints system. The complaints procedure was displayed in the waiting area outlining the ways in which a complaint can be made. However, the provider may find it useful to note that information relating to complaints was not readily available to people who were unable to read English.

We asked for and received a summary of complaints people had made and the providers’ response. During the last year only one formal complaint had been received. We saw evidence that this complaint had been investigated by the practice owner and a response had been made to the complainant. The practice’s complaint’s policy outlined that all complaints were to be acknowledged within two working days and responded to within ten working days, and we saw the response to the complaint made was in line with these deadlines.

A local audit of the complaints procedure had been undertaken which did not highlight any concerns with the process. The findings from a latest patient satisfaction survey showed that the majority of people felt confident their complaints would be dealt with appropriately.