HMP Frankland

We carried out an announced focused desk top inspection of healthcare services provided by Spectrum Community Interest Company at HMP Frankland on 23 November 2022.

Following our last joint inspection with HM Inspectorate of Prisons (HMIP) in January 2020, we found that the quality of healthcare provided by Spectrum at this location required improvement. We issued a Requirement Notice in relation to Regulation 16, Receiving and Acting on Complaints, of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

The purpose of this focused desk top inspection was to determine if the healthcare services provided were meeting the legal requirements of the Requirement Notice that we issued in May 2020.

At this inspection we found that some improvements had been made, however the provider continued to be in breach of Regulation 16, Receiving and Acting on Complaints.

We do not currently rate services provided in prisons.

At this inspection we found:

• Complaints were not responded to in line with the providers complaints policy
• Informal complaint numbers were high
• Repeat complaints resulted from the lack of an initial response to patients
• Quality of responses and investigations did not always reflect the nature of the complaint or indicate if it had been upheld or not
• Staff had not received training in responding to complaints
• Systems and processes were not effective in monitoring and managing responses to complaints

However;

• Most complaints reviewed included an apology and clear information on how patients could escalate their concerns.

The areas where the provider must make improvements as they are in breach of regulations are:

Managers must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users.