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Archived: Claremont Hospital

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Inspection report

Date of Inspection: 8 January 2014
Date of Publication: 6 February 2014
Inspection Report published 06 February 2014 PDF | 85.84 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 8 January 2014, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff, reviewed information given to us by the provider and reviewed information sent to us by other regulators or the Department of Health. We talked with other regulators or the Department of Health.

Our judgement

There was an effective complaints system available. Comments and complaints Patients made were responded to appropriately.

Reasons for our judgement

Patients were made aware of the complaints system. Staff told us they were able to provide information in a different format if needed. We saw leaflets on how to raise a concern. There was detailed information on what patients should do if they were dissatisfied with the outcome of an investigation.

Patients were given support by the staff to make a comment or complaint where they needed assistance. Patients were given a feedback form on discharge, following treatment. This enabled patients to share their experience with the hospital staff and make any suggestions to improve the service. We also found that the director of nursing visited all in-patients at least once during their stay to ensure patients were able to meet and make any comments to them. Patients told us if they had any problems they spoke with the staff or the reception staff and sorted them out. Two people said that they knew the formal process and they did not need to use it.

Patients had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint. We were informed that feedback forms completed by the patients on discharge were reviewed by the director of nursing. They said that with the help of the heads of departments they took necessary action. We saw evidence of this during our inspection.

We asked for and received a summary of complaints patients had made and the provider’s responses. Patients’ complaints were fully investigated and resolved, where possible, to their satisfaction. We had access to all the compliments and concerns received at the hospital in the last 12 months. There had been an analysis of the comments and complaints. We were told by the director of nursing and the hospital manager that they had identified areas for improvement and these were discussed at the governance meetings which were attended by heads of departments. They told us that plans had been devised to address the areas for development. One of the managers told us that they treated complaints as an indication to look at the practices and ensure staff did not become complacent.

We were informed by patients and relatives that they were not kept informed when clinics were “running late”. Family members said they had been waiting for over three hours outside the hospital. All the people who raised such concerns appreciated the reasons for the delays but wanted to be informed, so that they were able to make alternative arrangements. The provider may find it useful to note that people and their relatives were not always kept up to date with the delays in clinic appointments.

Where different services were involved in delivering care or treatment the provider took appropriate action to co-ordinate a response to the person raising the complaint. There had been examples where the staff from the hospital had worked in partnership to resolve patient’s concerns and ensured lessons were learnt by all involved.