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Archived: Liskeard Community Hospital

This service was previously managed by a different provider - see old profile

The provider of this service changed - see new profile

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Inspection report

Date of Inspection: 20 November 2013
Date of Publication: 28 December 2013
Inspection Report published 28 December 2013 PDF | 79.21 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 20 November 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

Patients we spoke with told us they would talk to the “sister” if they had any concerns. Two patients told us they could speak to the staff about any issues and all said the staff were approachable should they have any concerns.

We saw the Peninsula Community Health (PCH) complaints procedure available throughout the hospital in public areas. We did not see any information about how people could raise safeguarding concerns to the local authority. We talked to the matron about this. She spoke with a member of the PCH safeguarding team who ordered some leaflets. We were told they would be displayed throughout the hospital as soon as they had arrived.

The matron told us they had not had any recent complaints but any they did have were investigated using the PCH complaints procedure which stated the time scales in which people should expect a response.

The matron told us she regularly walked around the hospital and talked to staff and patients. We saw she was well known to the staff and people approached her without hesitation. She told us all staff have training in safeguarding and complaints awareness as she was aware that patients may approach any member of staff, including housekeeping staff, if they had a concern and she wanted to be confident staff knew what to do with the information they were given.

PCH informed us that a whistle-blower had come forward with concerns about poor care practices. We were told the concerns had been taken seriously and were being investigated.