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A W Kaczmarski Dental Surgery

All reports

Inspection report

Date of Inspection: 24 April 2013
Date of Publication: 24 May 2013
Inspection Report published 24 May 2013 PDF | 77.03 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 24 April 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 and talked with staff.

Our judgement

There was an effective complaints system available.

Reasons for our judgement

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. People told us they knew how to make a complaint and all said they felt any complaints would be dealt with by the practice. One person said “I’ve never had any need to complain.”

The practice had a policy and procedures for responding to complaints and information was displayed in the waiting room and in the practice’s information leaflet.

We saw there had been no recent complaints but older complaints were well recorded and included details of actions taken by the principal dentist in response.