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Inspection report

Date of Inspection: 12 December 2013
Date of Publication: 7 January 2014
Inspection Report published 07 January 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 12 December 2013 and talked with staff.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

The provider had a complaints policy in place which outlined the process for reporting and investigating complaints. Copies of the complaints policy were displayed in the waiting area. The information provided in the complaints policy included contact details for external agencies such as the Care quality Commission (CQC).

The complaints policy stated that if a complaint was received, it would be acknowledged within two working days and investigated and responded to within 20 working days. The registered manager was responsible for reviewing and analysing complaints data to look for improvements to the service.

The registered manager told us that they had received one formal complaint during the past year. We looked at the complaints book, which included details of the complaint and saw that appropriate actions had been taken to address the concerns raised.

The provider sought feedback from people who use the service through annual quality feedback surveys, which were given to people using the service after their treatment had completed. We looked at a sample of 12 responses received during 2013 and the feedback received was generally positive.