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Archived: this is my: Hull Screening Centre Good

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Inspection report

Date of Inspection: 18 June 2013
Date of Publication: 10 July 2013
Inspection Report published 10 July 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 18 June 2013 and checked how people were cared for at each stage of their treatment and care.

Our judgement

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

Reasons for our judgement

Patient’s complaints were fully investigated and resolved, where possible, to their satisfaction.

The registered manager told us patients could access the complaint procedure via the web site. They could also put their complaint in writing. All complaints were responded to and investigated.

The complainant then had the opportunity to take the complaint further if they were not fully satisfied with the outcome of the investigation. The complaints were held on file at the main office in Leeds; we did not see this file as no paper work was kept at the Hull site.