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Archived: Tonbridge Recovery Service

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Inspection report

Date of Inspection: 3 December 2013
Date of Publication: 4 January 2014
Inspection Report published 04 January 2014 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 December 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service 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

Some of the people that we spoke with were aware of the complaints system. All the people felt that if they raised a concern or complaint it would be treated seriously. None had any complaints.

The complaints system was set out in a leaflet. The leaflet was available in the reception. It set out the timescales within which complainants might expect to receive a reply. We saw that where the complaint was complex or required longer investigation, resulting in delays, the complainant would be sent a “holding” letter. This informed of the reason for the delay and when they might expect to be contacted.

There had been no formal complaints during the previous year. However the service had learned from verbal comments. For example, there had been a change in a person’s medication and the person had not been involved in the change. This had led to some aggressive behaviour. As a result an education regime was put in place to prepare people for the changes. Also the education was conducted in similar peer groups so young men were placed with other young men. The service had found that this offered more support, in these circumstances, than other configurations of groups.