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Archived: Hospital Logistics Centre

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Inspection report

Date of Inspection: 28 November 2012
Date of Publication: 8 January 2013
Inspection Report published 8 January 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 reviewed all the information we have gathered about Hospital Logistics Centre, looked at the personal care or treatment records of people who use the service, carried out a visit on 28 November 2012 and observed how people were being cared for. We talked with staff.

There were no patients using Hospital Logistics Centre available to talk to us.

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 detailed complaints procedure in place and advised us that the procedure was available at each ambulance base at the hospitals where services were provided.

We viewed the complaints procedure in practice during our inspection. Complaints were received by a senior customer service assistant. All necessary information was collated and forwarded to a senior member of staff within the company. Complaints records viewed were detailed and actions undertaken were clearly documented. Previous complaints forwarded to the Care Quality Commission demonstrated that the provider dealt with complaints appropriately and their complaints procedure was followed.