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Archived: Paddington Medicentre

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Inspection report

Date of Inspection: 8 November 2013
Date of Publication: 13 December 2013
Inspection Report published 13 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 carried out a visit on 8 November 2013, observed how people were being cared for and talked with staff.

We spoke to one person who used the service.

Our judgement

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

Reasons for our judgement

People were made aware of the complaints policy which was available in an information guide available in the reception area of the practice. People were encouraged to ask questions and feedback forms were also available in the reception area.

There was a complaints policy in place. The policy stated that all complaints should be acknowledged within two working days and investigated within 20 working days. All complaints were collated and we saw these on a spread sheet. Complaints were sent to the practice’s head office which oversaw complaints and made required changes to policies or procedures as a result and sent details of further learning to be undertaken to the practice.