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Archived: Ellison and Griffiths Dental Practice

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Inspection report

Date of Inspection: 21 February 2013
Date of Publication: 19 March 2013
Inspection Report published 19 March 2013 PDF | 79.67 KB

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 21 February 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

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

Reasons for our judgement

People spoken with during the inspection told us they had no complaints about the services being provided. All indicated a general awareness of the complaints systems and how to raise concerns. They told us they would speak to someone and they were confident their complaints would be looked into. We found people could leave anonymous comments in the suggestion box. One person said, “If I had any complaints, I would tell them they are very approachable”.

We found a summary of the complaints procedure was included in the practice’s information leaflet and was displayed in the waiting room. There were policies and procedures available to support the handling of any complaints and concerns. The procedure included timescales and the contact details of other agencies which may assist with the complaints process.

We found there had not been any complaints at the practice for over four years. The practice manager explained the processes in place for receiving, investigating and responding to complaints. Consideration was being given to further developing the complaints recording systems to support a more effective process.

Staff spoken with were aware of the complaints policy and systems. They told us how they would respond should people using the service, or their representative make a complaint or raise concerns. This meant any concerns or complaints would be dealt with.