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Inspection report

Date of Inspection: 11 March 2013
Date of Publication: 9 April 2013
Inspection Report published 9 April 2013 PDF | 77.79 KB

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 March 2013, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We spoke with three patients who told us they were very happy with the practice and did not have any concerns or issues about the care received. One patient said: “I can’t praise them enough.” We saw there was a complaints procedure available that explained how patients could make a complaint.

We looked at the complaints policy and written complaints log and saw that only one complaint had been made to the practice this year and that the complaint was in the process of being responded to appropriately. In addition, the practice manager and staff told us that any complaints and actions needed were discussed in staff meetings. We spoke with two members of staff who told us that they would take any verbal complaint seriously and report any problems to the practice owner. The procedures and meetings in place meant that the practice had processes in place to deal with complaints.

The practice carried out NHS and private treatment and we saw that the complaints procedure clearly outlined who patients should contact in the event of them not being satisfied with the outcome of the in-house complaints system.