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Archived: Chorley Medics Ltd

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Inspection report

Date of Inspection: 12 December 2012
Date of Publication: 3 January 2013
Inspection Report published 3 January 2013 PDF | 77.34 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 December 2012 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

The provider had a complaints policy which outlined the process for reporting and investigating complaints. The policy included contact details for the organisation and for external agencies such as the NHS Commissioning body and the Health Service Ombudsman.

Information on how to raise complaints was also displayed in the reception area. People who use the service were also given information on how to raise complaints through information leaflets.

The complaints policy stated that if a complaint was received, it would be acknowledged within two working days and investigated and responded to within 10 working days. The provider had received six formal complaints during the last 12 months.

We looked at the records for three complaints received during February and November 2012. These showed that the complaints had been documented and investigations and responses to the complaints were carried out within the specified timelines.

The Director of Clinical Governance was responsible for overseeing the complaints process and Director of Clinical Governance for analysing complaints to look for any improvements to the service.