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Archived: HMP Lincoln

This service was previously managed by a different provider - see old profile

All reports

Inspection report

Date of Inspection: 18, 19 November 2013
Date of Publication: 14 December 2013
Inspection Report published 14 December 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 November 2013 and 19 November 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, talked with staff, reviewed information given to us by the provider and talked with other regulators or the Department of Health.

Our judgement

There was an effective complaints procedure available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

Each person was given an information booklet, which contained information about the health care service, as part of their induction. The provider may find it useful to note it did not contain information about how to make a complaint. However all people we spoke with said they knew how to complain. We were told there were complaints forms and post boxes advertising people's right to complain in other languages as part of the prison complaints system. We saw the health complaint form and complaint box was separate to the main prison complaints system.

We were told information was made accessible to people where English was not their first language after an assessment of their language was known. The provider may find it useful to note as information is available about the usual nationalities and ethnicity of the HMP Lincoln population written information was not readily available for these people to make them aware of their right to complain about the health care service.

The health centre's policy and procedure provided guidance for staff about how to deal with complaints. This meant people were able to raise their concerns through the provider's complaints process and staff knew how to respond to people's complaints.

We asked for and saw a summary of complaints people had made and the provider's response to them. For example, in August 2013 we saw ten complaints about individual care had been investigated by a clinician or the head of prison healthcare and the outcome recorded. We saw an audit of the complaints log was carried out as part of the quality assurance process to check for trends or one off complaints. For example, in August 2013, we saw ten complaints were related to medication changes which had been identified as a trend. It was identified as people's medication was being reviewed it may have some effect on the number of complaints. However, we saw records to show, this area was to continue to be monitored as there was a high incidence of such complaints from 2012-2013. This meant people's complaints were fully investigated and resolved where possible to their satisfaction.