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Inspection report

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

Our judgement

There was an effective complaints system available.

User experience

Unspecified

Other evidence

We reviewed all of the information we hold about the provider of Labco Huthwaite Pathology Lab. We had not received any complaints about their service in the last year.

We spoke with the manager of the laboratory who told us that they had not received any complaints about the service in the last year.

The laboratory provided routine analyses for people who attended Fresenius Medical Care renal clinics. The records we received told us that the pathology manager and staff were in regular contact with the clinic managers and visited the individual clinics to provide training and advice relating to the pathology services.

Where different services are involved in delivering care or treatment, as in the case of the laboratory, we check to see if the provider takes appropriate action to co-ordinate a response to people who use the service that may want to raise a complaint. We found that there were systems in place to monitor and review complaints and ensure that concerns were acted on in a timely way.

The laboratory manager provided us with a copy of the standard operating procedure for assessing service user satisfaction and managing complaints. This showed that they supported people to make comments and complaints by actively seeking the views of people using the service, for example, through audits, user liaison group meetings and complaints.

Other information provided by the laboratory manager showed that they were in regular contact with the individual renal dialysis clinic managers by telephone and email to discuss the provision of the laboratory service being provided and make any required improvements.