22 August 2014
During an inspection in response to concerns
We found that patient's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others. However, people were not always cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.
The provider did not have an effective system in place to regularly assess and monitor the quality of service that patients received. We found some of the documents used for the significant event analysis recording were not always available or robust. The provider did not have an effective system in place to identify, assess and manage risks to the health, safety and welfare of patients and others.
The provider did not have an effective system in place for dealing with complaints. They failed to ensure people who use services were aware of how to make a complaint. The provider was not able to evidence that it was following guidance set out in its own complaints policy.