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We are carrying out a review of quality at Chesterfield Royal Hospital. We will publish a report when our review is complete. Find out more about our inspection reports.
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Inspection report

Date of Inspection: 17 May 2011
Date of Publication: 12 July 2011
Inspection Report published 12 July 2011 PDF | 155.41 KB

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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 reviewed all the information we hold about this provider, carried out a visit on 17/05/2011, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

There are systems in place so that people are sure their complaints are listened to and appropriately acted on.

User experience

Some people told us they had looked at the hospital’s website and were aware of the complaints procedure. One person told us they would complain directly to staff on the ward if necessary, and parents of children admitted to the hospital also said this. They all had confidence in the staff to listen to them and address any concerns. One parent spoken with was not aware of the hospital’s Advice Centre or of the complaints procedure.

Other evidence

We asked the provider to send us written information about how they were complying with regulations. The provider told us they considered they were compliant with this regulation. They told us they have an Advice Centre in the main entrance area of the hospital. They said “The complaints system is effective and robust and operates through the Advice Centre.” The provider said the complaints system was easily available and well publicised throughout the hospital and on the Trust’s website. The Advice Centre was also promoted through the Trust’s ‘Face book’ and ‘You Tube’ profiles.

The provider told us they have interpreter services available for people who wish to complain who do not have English as their first language or who use sign language.

We saw from the minutes of the meetings of the board of governors and the Patient and Public Involvement Committee that they saw reports from the Advice Centre about complaints received.

We saw posters and leaflets about the complaints procedure on the wards and in other public areas of the hospital.