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Archived: Sevenacres (Inpatient Wards)

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All reports

Inspection report

Date of Inspection: 23 March 2011
Date of Publication: 24 May 2011
Inspection Report published 24 May 2011 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

Our judgement

Information about how to complain is available to people and people stated they would raise issues either formally or informally. The Trust has a formal complaints investigation procedure that should ensure impartial investigation of complaints.

Overall we found Sevenacres compliant with this outcome.

User experience

People were aware that there was a complaints procedure and stated that if they did have any complaints they would raise these. People were aware of who the senior manager, the modern matron, was and stated they would speak to him if concerns were not addressed by the ward staff.

Other evidence

The PCA stated that ‘all patients and relatives have access to the comments and complaints procedure and are encouraged to use it by staff. Levels of complaints are monitored by various trust committees and that a designated person is accountable for receiving and monitoring all formal complaints.

Information for people or relatives about how to complain was not on display or easily accessible. We asked staff about this and were shown information leaflets. We were shown different leaflets for different wards which contained specific information for people or their relatives about the ward and included information about complaints. On one ward we were also shown a specific leaflet about how to complain in the wards reception area.

When we spoke to staff they stated that complaints that could not be resolved informally on the ward would be passed onto the ward manager. Staff were aware that formal complaints would be investigated by the trust.

We spoke with the trust employee responsible for receiving, monitoring and reviewing all formal complaints. We requested information about how many formal complaints had been received as this was not included in the PCA. We were told that there have been nine formal complaints about Sevenacres and that following investigation none were upheld.