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Archived: Wolstanton Dental Practice

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Inspection report

Date of Inspection: 1 February 2013
Date of Publication: 27 February 2013
Inspection Report published 27 February 2013 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 1 February 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with staff and talked with stakeholders.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

The practice had a complaints procedure on display in the reception area and waiting room. We also saw that information leaflets about the practice contained a summary of the complaints procedure and process.

We saw records of complaints that had been received and looked into in line with the policy of the practice. The records showed that thorough investigations into any concerns were conducted.

None of the people we spoke with raised a concern during our discussions. They told us that they hadn’t got any complaints about the service. One person said, “I picked up one of the leaflets on the counter so know how to complain if I needed to. However, I haven’t got anything other than good things to say”. Another said, “I have not had a need to complain but have one of the leaflets and would have no concerns about doing so".