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Inspection report

Date of Inspection: 8 March 2011
Date of Publication: 19 August 2011
Inspection Report published 19 August 2011 PDF | 121.79 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 08/03/2011, checked the provider's records, observed how people were being cared for, reviewed information from people who use the service, talked to staff and talked to people who use services.

Our judgement

Patients using the hospital services have access to a complaints process which does not discriminate against anyone who makes a complaint.

User experience

Patients told us that they knew who to contact if they wanted to make a complaint. They said they were confident that if they did complain their concerns would be taken seriously and responded to.

Leaflets and posters were displayed and available to patients detailing how they could complain and raise their concerns.

Other evidence

The trust has systems in place to ensure that people who use the service, their carers and relatives were not discriminated against when complaints were made. The arrangements were detailed within the trust’s Complaints Policy. In addition to complaints training the trust provides mandatory equality and diversity training to all staff. Complaints, patient experience and satisfaction information and data was monitored by the board through the monthly performance report and the records showed that the information was used to identify areas for improvement.