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Inspection report

Date of Inspection: 19 July 2013
Date of Publication: 23 August 2013
Inspection Report published 23 August 2013 PDF | 78.07 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 19 July 2013, sent a questionnaire to people who use the service and talked with people who use the service. We talked with staff and 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 detailed at the reception desk and in the patient information handbook. People we contacted said they had not found it necessary to raise concerns or a complaint. They also told us they believed their concerns would be taken seriously by the provider and investigated fairly. One person wrote that if they had a concern they believed it would be “respected and handled well if the occasion arose.”

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. People’s complaints were fully investigated and resolved, where possible, to their satisfaction. The provider had a complaints policy, which included timescales for the acknowledgement of a complaint and investigation into issues. We read and reviewed the provider’s complaints log. We saw the provider had a clear system for recording concerns and complaints, tracking the investigations of such and showing the outcome of complaints investigations. We saw outcomes of concerns raised were discussed at staff meetings as learning episodes in order to improve quality of service at the practice.