Archived: HMP Wymott

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked at 1 quality statement in this key question. At our previous inspection, we found poor management of complaints. At this inspection, we found the provider had improved their end-to-end complaints process and developed a well-managed and responsive system.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

The provider’s policy covered informal complaints (concerns) and formal complaints. Most of the complaints received were concerns, which staff dealt with locally. Formal complaints were managed centrally by the trust.

Patients had access to information on how to raise a complaint on their wings. Patients raised their complaints on paper forms, which they placed in complaints boxes. Night staff collected the complaints daily and passed them to administrative staff. Administrative staff stamped the date on each complaint and logged them on a complaints spreadsheet. The complaints forms were scanned and uploaded on to the tracker. Any urgent issues were escalated to managers. Otherwise, administrative staff allocated the complaints to a clinical lead for investigation setting a 5-day reminder. Once concluded, staff sent patients a typed response to their complaint (on provider letter-headed paper).

We reviewed the provider’s complaints tracker and found it to be clear and well organised, with the relevant information uploaded. We reviewed a sample of complaints. These showed that staff understood patients’ concerns, apologised where appropriate, and took actions where needed.

We reviewed performance data for quarter 1 and quarter 2, which showed a gradual reduction in the time it took to respond to patients’ complaints. However, managers were aware they needed to improve response times further. In some cases, response times were affected by the assigned staff member’s shift patterns, which had initiated the setting of the 5-day reminders.

Managers completed quarterly complaints audits that looked at the quality of complaints management. The last audit showed that for all complaints, patients’ issues had been addressed, and responses were written in a caring and compassionate manner. Managers sampled 10% of complaints every month to check they were in line with expected standards and they also reviewed the tracker monthly to identify any themes.

The judgement for Equity in access is based on the latest evidence we assessed for the Responsive key question.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.

The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.