Archived: Purley Centre Marsh Farm

Everyone told us they were treated respectfully and did not feel their privacy was compromised. We witnessed the receptionist supporting people to make appointments at a time that best suited them. Another person told us that they felt comfortable taking their baby in the pushchair into the surgery; something which was important to them. This also confirmed that the service was accessible to people with mobility problems as the service was situated on the ground floor and accessed via a wide doorway.

Since our last visit the service had made a number of improvements, including introducing a system to ensure people's satisfaction with the service. We looked at some of the comments made and saw that overall people were satisfied, with the exception of sometimes having to wait up to 10 minutes for their appointment. We observed that the receptionist kept people informed if the dentist was running late. However one person told us when they had needed an appointment in an emergency they had been seen within two hours so they understood why they sometimes had to wait for a routine appointment.

People we spoke with told us the staff were helpful and kind, however we could not see documented evidence to show how the provider had checked that staff were suitable to work with vulnerable adults and children.

The service had a complaints procedure but this was not easily accessible to people which could mean that the service did not use complaints to learn from and improve the service