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Inspection report

Date of Inspection: 1 May 2013
Date of Publication: 25 May 2013
Inspection Report published 25 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 1 May 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and reviewed information given to us by the provider.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints system in the patient information they received. They told us they were able to discuss any concerns whenever they attended the centre and had their comments listened to and answered promptly. There was a comment card which people were encouraged to use, “how did we do today”, and the comments were collated into a report by the governance lead.

The provider kept a log of complaints but we were told that there had been no complaints in the last 12 months. Any complaints would be reviewed by the management team and the provider’s integrated governance system.