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Archived: Transform Medical Group (CS) Limited (Southampton)

The provider of this service changed - see new profile

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Inspection report

Date of Inspection: 12 February 2013
Date of Publication: 22 March 2013
Inspection Report published 22 March 2013 PDF | 80.29 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 12 February 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with staff and reviewed information we asked the provider to send to us.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People were made aware of the complaints system.This was provided in a format that met their needs.

Staff told us that the provider took account of complaints and comments to improve the service. The registered manager was responsible for managing complaints but if they remained unresolved they were sent to head office.

We saw comprehensive details of the complaints process included in the patient guide given to each person at their consultation. Staff told us that people are asked to sign their acceptance of this document in their care record. We saw this in the care records sampled.

Staff told us there was a complaints policy and procedure in place. Staff told us that if a complaint or concern was made directly to them they would refer people to the registered manager.

We were told that all complaints are monitored by head office. We saw a report that showed the number of complaints about this clinic. The provider may find it useful to note that we asked for but did not see a summary of complaints people had made and the provider's response. We were told that the clinic learnt from complaints but no details of complaints and their outcomes were available to show this as the registered manager was not on duty at the time of the inspection.