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Archived: Hyde Park Healthcare Limited t/a Hyde Park Care

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All reports

Inspection report

Date of Inspection: 3 October 2013
Date of Publication: 1 November 2013
Inspection Report published 01 November 2013 PDF | 73.39 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 3 October 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

We also reviewed the results of recent written feedback from people using the service and their families.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

There was a complaints policy and procedure in place. Details on how to lodge a complaint or make a comment were included in the 'service users guide' which was provided to all people using the service. People and their representatives that we spoke with said they would be happy to raise any concerns with senior staff if they had any. The service's internal complaints policy and procedure specified timescales for when complaints should be acknowledged and investigated, and that complainants should be responded to. However, the service reported that any complaints would most likely be dealt with by senior staff on the day that they arrived. At the time of the inspection no significant complaints had been received by the service, though staff were able to give examples of how they had adapted the services they were providing to individuals on the basis of feedback.