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Inspection report

Date of Inspection: 11 April 2013
Date of Publication: 11 May 2013
Inspection Report published 11 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 given information on how to complain and who to. This information was provided on notices in the waiting area, in patient information leaflets and on the practice website.

The practice manager and other external bodies were identified as the people to support patients with their complaints. We saw policies and procedures about complaints handling.

We did not see evidence of complaints made during our visit, however the manager told us there have been two complaints made in the last year. The manager explained to us how these complaints were handled in accordance with company policy, and that records were kept of the complaint, discussions, actions and the resulting outcome. We were told that these complaints were resolved at practice level to the satisfaction of the complainant. The manager was able to describe to us how she could escalate the matter and signpost the complainant appropriately should the need arise.

The manager told us how lessons learnt from complaints and feedback was passed to staff at staff meetings.

The people that we spoke with told us they had never needed to complain. One person said, ''I have no complaints at all.'' Another person said, “If I had to (complain) then I know how to, and I’m happy I would be listened to.”