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Archived: Nu Cosmetic Clinic Ltd

The provider of this service changed - see new profile

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Inspection report

Date of Inspection: 3 October 2013
Date of Publication: 6 November 2013
Inspection Report published 06 November 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 3 October 2013, 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

We saw information about how to make a comment or complaint displayed on the provider's website, as well as in patient information leaflets. The complaints policy did not however have information on how to make comments in respect of the service to the Care Quality Commission.

Staff told us that they knew how to address any complaints that they received or were aware of and outlined how they would address these with the support of senior staff.

An annual log of complaints was held by the registered manager. The log we saw contained information in respect of complaints for the year 2012. We looked at some complaints for 2013 however these had not been entered onto the log. The manager told us this would be rectified immediately. We reviewed recent complaints received by the service and how they were managed. People's complaints were fully investigated and resolved, where possible, to their satisfaction.

We saw evidence that patients were asked to complete surveys and offer feedback to the provider regarding their experience. We also saw that completed patient experience survey forms were generally positive about the care and treatments provided. This feedback was then analysed to look for any trends and possible areas of service improvement.

Patients that we spoke with told us they were aware of how to complain if they needed to and had seen information within the information leaflets they had been given.