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Archived: Cromwell Place Surgery & Dental Practice

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All reports

Inspection report

Date of Inspection: 15 January 2013
Date of Publication: 24 January 2013
Inspection Report published 24 January 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 15 January 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

There was information available to people that showed the practice’s complaints leaflet could be obtained from the reception. The leaflet was comprehensive and provided people with details of other professional bodies they could complain to if necessary. The practice manager said the details of the Care Quality Commission would be added immediately and we were confident this would be done.

We spoke with six people at the surgery who all said they did not know about the complaints procedure, but said they were very happy with the service they received. All those we spoke with commented that they would speak to the receptionist or dentist if they were unhappy with anything.