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Archived: The Darras Hall Clinic

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Inspection report

Date of Inspection: 17 January 2013
Date of Publication: 13 February 2013
Inspection Report published 13 February 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 carried out a visit on 17 January 2013, talked with people who use the service and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We viewed the provider’s website. Under the section entitled “Patient Guide,” we saw there was information about how to make a complaint. However, when we spoke to two people who had used the service, neither of them were aware of how to make a complaint if they wished. They said, “There’s nothing I wasn’t happy with, but I wouldn’t know how to complain” and “I’ve got no complaints. If I did, I would speak to reception but apart from that I wouldn’t really know what to do.” The provider may find it useful to note that this meant they were not always bringing the complaints system to the attention of people in a suitable manner and format.

We viewed the provider’s policy and procedure and found there was a system in place for identifying, receiving, handling and responding to complaints. No complaints had been made about the service in the 12 months prior to our inspection, but we were satisfied complaints would be dealt with and responded to appropriately if they did arise.