HMP & YOI Styal

On this page

• 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

At our previous inspection, we said the provider should ensure that patients’ complaints were handled in a timely manner. At this inspection, we found the provider had improved their end-to-end complaints process. While response times had gradually improved over time, it still took 2-3 weeks for a patient to receive a response.

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 had improved the complaints process for patients. The provider’s policy set out different levels of complaints - concerns, informal complaints, and formal complaints, each with a clear process. Most complaints received were concerns that were dealt with locally. Patients raised their complaints on paper forms, which they placed in complaints boxes. Staff checked the complaints boxes most week days. The administrative manager logged the complaints on the provider’s incident management system on receipt and allocated them to a clinical lead. Paper copies of the complaints were kept in a folder and staff dealing with them completed a form to show when and how the patient had been contacted and the outcome. Wherever possible, staff spoke to patients in person about their concerns. The records we reviewed showed that staff understood patients’ concerns, apologised where appropriate, and took actions where needed. In one case, we found a concern that staff had reclassified to a complaint due to the seriousness of it. However, we found that although response times had improved over time, it was still taking 2-3 weeks to respond to complaints. The provider told us they had been short of administrative staff but this had recently improved. Staff had started by addressing the back log and would now focus on further improving response times.

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.