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Laser and Light Ltd Also known as The Laser and Light Medical Skin Clinic

All reports

Inspection report

Date of Inspection: 3 October 2013
Date of Publication: 30 October 2013
Inspection Report published 30 October 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, observed how people were being cared for and talked with people who use the service. We talked with staff and took advice from our pharmacist.

Our judgement

There was an effective complaints system available.

Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People were made aware of the complaints system.This was provided in a format that met their needs. We found that staff knew how to respond to complaints. There was an up to date complaints policy which all staff had signed to confirm they had read and understood. There were comments forms available in the waiting room. The forms did not include an explanation of the provider’s procedure for dealing with complaints. The provider explained to us that any person wishing to make a formal complaint would be given a different complaints form. We saw that this form included more detail about what people should expect if they made a complaint, but it was only available on request. The provider may find it useful to note that the information available to people using the service did not include information about how to make a formal complaint.

People were given support by the provider to make a comment or complaint where they needed assistance. We found from speaking to staff and to the provider that all comments from people using the service were taken seriously. Everyone wanting to comment was offered the opportunity to speak with the provider. This meant that people who could not or did not want to put their comments in writing could still express their views.

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We saw from the complaints register that the provider had responded to most of the complainants by providing what they wanted. This meant most complainants were satisfied with the resolution. Staff told us most comments were dealt with informally therefore not recorded as formal complaints. However, we saw patient records showing that all comments were recorded. These records demonstrated that people’s views about their treatment and any complaints were taken into account. They also showed how learning was identified through discussion between all staff involved. Staff told us any wider learning points were shared with the whole staff team at team meetings. We spoke with one person who had been unhappy with their treatment. They told us the provider took appropriate action to resolve their complaint. They described themselves as “very satisfied.” People using the service could be confident any comments or complaints would be resolved.

We asked for and received a summary of complaints people had made and the providers response. We saw a register of complaints dating back to 2003. There had been no complaints recorded since November 2006. Staff told us this was a true reflection as most peoples’ concerns were dealt with effectively through their informal processes. People using the service were supported to resolve any complaints informally, but also had access to a formal complaints process.