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Inspection report

Date of Inspection: 28 November 2012
Date of Publication: 22 December 2012
Inspection Report published 22 December 2012 PDF | 83.33 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 28 November 2012, talked with people who use the service 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

People were given support by the provider to make a comment or complaint where they needed assistance.

People who used the service said that there was an open atmosphere and they felt they could make a complaint if necessary. They said they would speak to the staff or manager if they had any concerns.

The practice had a clearly displayed in-house complaints procedure for the effective and speedy resolution of any complaints or concerns. There was information in the practice leaflet to explain to people how to comment on any aspect of their treatment.

The practice manager said there had been two formal complaints in the last year. She showed us the complaint documentation and we saw that the complaints had been recorded together with the action taken to resolve the issues of concern. This meant that people who used the service had their comments and complaints listened to and acted on effectively.