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Archived: Batley Carr Dental Centre

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Inspection report

Date of Inspection: 13 December 2013
Date of Publication: 9 January 2014
Inspection Report published 09 January 2014 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

We checked that people who use this service

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 13 December 2013, observed how people were being cared for and talked with people who use the service. We talked with staff, reviewed information sent to us by local groups of people in the community or voluntary sector and used information from local Healthwatch to inform our inspection.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

We asked one patient if they were aware how to raise a concern or a complaint, they told us, “I was originally given a leaflet explaining everything. I would not have a problem complaining about my treatment if I needed too. I would tell the dentist if I wasn’t happy with something.”

People were made aware of the complaints system.This was provided in a format that met their needs. We saw that patients were regularly offered the opportunity to complete satisfaction surveys and that a complaints procedure was displayed and a suggestions box was available for patients to use. We looked at a report of the findings from the recently completed surveys and confirmed that information from these questionnaires was used to improve the quality of care. The staff explained they discussed the responses and would implement any changes required to improve the experience for the individual.

We viewed the ‘complaints handling policy.’ This was included in the information leaflet provided by the practice to new patients. We saw that this was available in the waiting area and translated into several different languages. The policy provided detail of timescales for responding to complaints and the various stages of investigation, including relevant signposting if the person was not satisfied with the response from the dentist. We also saw that a complaints record was in place but no complaints had been received.

Staff told us that they and the dentist was always available to speak to people and to try to find solutions to any concerns raised. If they could not resolve this they would be provided with assistance to make a formal complaint.